Spectrum Home Services of North Texas

At no time did we deny selling [redacted] a filter that was not an exact measurement to his original filter as mentioned in the last response As stated in our previous response, it was the homeowner who insisted that it should work Once again, there are hundreds of filters available for hot tubs and some the fall within a 1/of an inch In most cases, if a filter is off by 1/16”, 1/8” or 1/4”, the filter would normally be fine On certain occasions, such as having a threaded bottom or some other attachment, it would not work due to the fact that the filter would not be secured properly and it would not effectively filter the water Again, we have a procedure in place to help the homeowner get the right filter Just like an auto parts store, you don’t purchase products for your auto without providing make, model and year, and we do our best with the information that we are provided by the homeowner It is up to the homeowner to know what type of spa they have so we can help them get the right product If the homeowner does not know what they have, we can measure and recommend the best option available, but the final decision lies with the homeownerIf they purchase the incorrect filter, there is a day return policy We will take returns if the product is in its original wrapping Knowing this, you’d think that you would size the filter out as soon as possible in case it was incorrect We are also a little confused as to [redacted] ***’s statement “It was I who questioned if it would work.” If it was said that the filter was the same size, what was his point of the previous statement It is obvious that we did mention that the size was slightly different or else his question would never have been asked If the filter we sold [redacted] was bigger than original, how is it that the filter only floated after the spa was shut down on the 17th after it was first used? Why didn’t it float when it was installed on the 15th? Or was the spa running for days straight before he decided to turn it off? Also, [redacted] ***’s original complaint indicated that the filter we sold him was “smaller” than the correct one he subsequently purchased from the manufacturer Which is it, is the filter we sold him bigger or smaller? Was it difficult to fit because our filter was smaller (original complaint) or was it too large and floated (follow up complaint)? It appears we are missing something as this does not seem logical or could Mr Ford’s claims be made of whole cloth? The issues at hand can be disputed ad nauseam Our recommendation to [redacted] would be that he write down the name of his spa, model and year and keep the information handy so this problem does not happen in the future, regardless of where he would purchase products If [redacted] had not attempted to return the original filter in a filthy dirty condition as he did, we would have likely taken the filter back for a refund/exchange, whether it was in its original packaging or not But the condition of the filter, debris coming out of the pleats and the filter being completely brown was unacceptable To this end, we stand by our original statement that we will not refund [redacted] the $cost of the filter Respectfully, Pocono Pool & Spa LLC

To whom it may concern, We are responding to [redacted] ***’s complaint regarding the purchase of a replacement filter for his hot tub When [redacted] came in to purchase a new filter for his hot tub, he brought in his original filter to match up with a new replacement We have a procedure in place for hot tub filter replacement that each one of our employees follow Step one is we look for a part number on the top of the filter 90% of the time the filter will have a part number Step two; if part number is not available, we ask for manufacturer of hot tub and measure the filter length, outside diameter and inside diameter to determine which filter would be correct for his hot tub If step one or two does not come up with any results, we have the customer contact either the company that sold him/her their hot tub or the manufacturer directly There are approximately filters on the market and we strive to get the customer the correct filter As to [redacted] ***’s claim, yes he did bring in his filter and we measured it for correct size The filter we matched his filter to was slightly bigger than his original filter [redacted] was told this and his statement was, “no it should fit” He also knew that he was purchasing a filter with (2) openings instead of a closed top and one opening The filter is in a clear package We also mentioned to him to take it home if he feels it would fit, but if it did not, he could return it with the original wrapper and we will refund or order the correct filter for him He purchased the filter on August 12, He also came in on August 13, for a water test and to purchase chemicals Then on August 15, 2015, [redacted] came in again to purchase a couple more products On both occasions there was no mention that the filter fit incorrectly On August 20, [redacted] came in again with a water sample and this time he brought his filter he purchased with him After the sample of water was tested he asked if he can return his filter His claim was that the filter did not fit, even after he tried to force it to, or in his quote “jam it in” He would like to return it We have a policy listed in our store that if the item purchased is out of its packaging we will not accept returns Not only was it out of the packaging, but it was used for multiple days and returned completely brown and full of debris So I’m a little confused as to why the filter was not filtering properly when it certainly catching all the debris and metals in the water In any case, returning a used/completely dirty filter was not acceptable We mentioned to [redacted] that we apologize, but the filter is used and completely dirty and we cannot take it back, but we could order him the correct filter if he would like He was not happy with that answer and shoved the filter and water test in our employees face after he mumbled a few harsh words and stormed out We would be more than happy to order him the correct filter if he is interested but we are not in a position to take back a product that was damaged by the homeowner Respectfully, Pocono Pool & Spa

At no time did we deny selling [redacted] a filter that was
not an exact measurement to his original filter as mentioned in the last
response.  As stated in our previous
response, it was the homeowner who insisted that it should work.  Once again, there are hundreds of filters
available for hot tubs and some the fall within a 1/16 of an inch.  In most cases, if a filter is off by 1/16”,
1/8” or 1/4”, the filter would normally be fine.  On certain occasions, such as having a
threaded bottom or some other attachment, it would not work due to the fact
that the filter would not be secured properly and it would not effectively
filter the water.  Again, we have a
procedure in place to help the homeowner get the right filter.  Just like an
auto parts store, you don’t purchase products for your auto without
providing make, model and year, and we do
our best with the information that we are provided by the homeowner.  It is up to the homeowner to know what type
of spa they have so we can help them get the right product.  If the homeowner does not know what they
have, we can measure and recommend the best option available, but the final
decision lies with the homeowner. If they purchase the incorrect filter, there
is a 10 day return policy.  We will take
returns if the product is in its original wrapping.  Knowing this, you’d think that you would size
the filter out as soon as possible in case it was incorrect.  We are also a little confused as to [redacted]’s
statement “It was I who questioned if it would work.”  If it was said that the filter was the same
size, what was his point of the previous statement.  It is obvious that we did mention that the
size was slightly different or else his question would never have been asked.
If the filter we sold [redacted] was bigger than original, how
is it that the filter only floated after the spa was shut down on the 17th
after it was first used?   Why didn’t it float when it was installed on
the 15th? Or was the spa running for 2 days straight before he decided to turn it off?  Also, [redacted]’s
original complaint indicated that the filter we sold him was “smaller” than the
correct one he subsequently purchased from the manufacturer.  Which is it, is the filter we sold him bigger
or smaller?  Was it difficult to fit
because our filter was smaller (original complaint) or was it too large and
floated (follow up complaint)?  It
appears we are missing something as this does not seem logical or could Mr.
Ford’s claims be made of whole cloth? 
The issues at hand can be disputed ad nauseam.  Our recommendation to [redacted] would be that
he write down the name of his spa, model and year and keep the information
handy so this problem does not happen in the future, regardless of where he
would purchase products.  If [redacted] had
not attempted to  return the original filter
in a filthy dirty condition as he did, we would have likely taken the filter
back for a refund/exchange, whether it was in its original packaging or
not.  But the condition of the filter,
debris coming out of the pleats and the filter being completely brown was
unacceptable.
To this end, we stand by our original statement that we will
not refund [redacted] the $32.00 cost of the filter.
Respectfully,
Pocono Pool & Spa LLC

To whom it may concern,
We are responding to [redacted]’s complaint regarding the
purchase of a replacement filter for his hot tub.
When [redacted] came in to purchase a new filter for his hot
tub, he brought in his original filter to match up with a new replacement.  We have a procedure in...

place for hot tub
filter replacement that each one of our employees follow.  Step one is we look for a part number on the
top of the filter.  90% of the time the
filter will have a part number.  Step
two; if part number is not available, we ask for manufacturer of hot tub and
measure the filter length, outside diameter and inside diameter to determine
which filter would be correct for his hot tub. 
If step one or two does not come up with any results, we have the
customer contact either the company that sold him/her their hot tub or the
manufacturer directly.  There are approximately
500 filters on the market and we strive to get the customer the correct filter.
As to [redacted]’s claim, yes he did bring in his filter and
we measured it for correct size.  The
filter we matched his filter to was slightly bigger than his original
filter.  [redacted] was told this and his
statement was, “no it should fit”.  He
also knew that he was purchasing a filter with (2) openings instead of a closed
top and one opening.  The filter is in a
clear package.  We
also mentioned to him to take it home if he feels it would fit, but if it did
not, he could return it with the original wrapper and we will refund or order
the correct filter for him.  He purchased
the filter on August 12, 2015.  He also
came in on August 13, 2015 for a water test and to purchase chemicals.  Then on August 15, 2015, [redacted] came in
again to purchase a couple more products. 
On both occasions there was no mention that the filter fit
incorrectly.  On August 20, 2015 [redacted]
came in again with a water sample and this time he brought his filter he
purchased with him.  After the sample of
water was tested he asked if he can return his filter.  His claim was that the filter did not fit,
even after he tried to force it to, or in his quote “jam it in”.  He would like to return it.  We have a policy listed in our store that if
the item purchased is out of its packaging we will not accept returns.  Not only was it out of the packaging, but it
was used for multiple days and returned completely brown and full of
debris.  So I’m a little confused as to
why the filter was not filtering properly when it certainly catching all the
debris and metals in the water.  In any
case, returning a used/completely dirty filter was not acceptable.
We mentioned to [redacted] that we apologize, but the filter
is used and completely dirty and we cannot take it back, but we could order him
the correct filter if he would like.  He
was not happy with that answer and shoved the filter and water test in our
employees face after he mumbled a few harsh words and stormed out.
We would be more than happy to order him the correct filter
if he is interested but we are not in a position to take back a product that
was damaged by the homeowner.
Respectfully,
Pocono Pool & Spa

As of July 24, 2017 we have been in contact with the customer and have scheduled a meeting to evaluate the issues for Monday July 31, 2017.  We will appropriately respond the the homeowners concerns after this evaluation has been completed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It's untrue and makes no sense on its face. 1.  They say:  "Just like an auto parts store, you don’t purchase products for your auto without providing make, model and year, and we do our best with the information that we are provided by the homeowner.  It is up to the homeowner to know what type of spa they have so we can help them get the right product.  If the homeowner does not know what they have, we can measure and recommend the best option available, but the final decision lies with the homeowner."I brought the exact filter in to them for the purposes of matching it.  They sold me what they said was the correct replacement filter.2. They say:  " If they purchase the incorrect filter, there is a 10 day return policy.  We will take returns if the product is in its original wrapping."I returned the filter within ten days.  It did not have any packaging, merely a shrink wrap.  One cannot know that they're advice was wrong until one uses the filter.3. They say:  "Knowing this, you’d think that you would size the filter out as soon as possible in case it was incorrect.  We are also a little confused as to [redacted]’s statement “It was I who questioned if it would work.”  If it was said that the filter was the same size, what was his point of the previous statement.  It is obvious that we did mention that the size was slightly different or else his question would never have been asked."The conversation had to do with the openings in the filter being different.  When I questioned it they said "It would be impossible for it not to work"  4. They say:  " If the filter we sold [redacted] was bigger than original, how is it that the filter only floated after the spa was shut down on the 17th after it was first used?   Why didn’t it float when it was installed on the 15th? Or was the spa running for 2 days straight before he decided to turn it off?"Who knows, the filter sits inside a casing.  It was a fresh fill, so it did run a long time heating up.  When the pump is running the suction pulls the casing in and holds the wrongsized filter in place.  5. They say: "Also, [redacted]’s original complaint indicated that the filter we sold him was “smaller” than the correct one he subsequently purchased from the manufacturer.  Which is it, is the filter we sold him bigger or smaller?"The filter, as they admit, was taller than mine.  The opening at the bottom, which fits over the intake, was smaller.  They knew this and it was a subject of dicussion when I brought it back."6. They say: "If [redacted] had not attempted to  return the original filter in a filthy dirty condition as he did, we would have likely taken the filter back for a refund/exchange, whether it was in its original packaging or not.  But the condition of the filter, debris coming out of the pleats and the filter being completely brown was unacceptable."They must be referring to the original filter I brought in to them.  When they refused to take it back they said they simply do not accept return of used items, which they said last time.If this retailer is willing to lie and cheat over a $32 product, just imagine what they will do to cheat someone on a large purchase.  They lack expertise and are disreputable -- a shameful combination.
Regards,
[redacted]