Sprint Telecommunications

Complaint: [redacted] I am rejecting this response because:It appears that the account of the general manager may be off due to lack of involvement in the resolution process and the great amount of time that has elapsed since the whole situation originated My making Family Leisure aware of issues with the pool actually started on the very day they “completed” the installation (as is evident with screenshot of text message sent to the install crew manager attached/uploaded) You will also see from the very beginning (even before the installation was complete) I was more than willing to pay for the install in full, but that was before the issues came up My text was immediately after they left, and my wife looked over their work more closely I even called Family Leisure right after (as evident by additional screenshot attachment/upload) to inform them of the problems The service representative said that the general manager was not available, but he would call me the next day He did not I chose to give him a couple days and called again I was given the same story A couple days later (after emailing pics of the damage to the wall, loose top rails and leaking at the tubes & filter/eye), I was finally able to speak with the general manager From the very beginning, he was making light of all the damage, but he did agree to send a service guy out to look at the damage to the wall and repair the loose rails/leaks.We were not there when the service guy came due to a family emergency, but he assured me we did not need to be there as long as he had access, which he did When we got home, we found the leaks were mostly addressed but not fully and the top rails were not fixed at all They were still just as loose as before Out of frustration, I chose to inspect things closely myself My findings were mentioned in my original complaintThe general manager acts as if Family Leisure’s commitment is only to functionality If that’s the case, they could have dug a hole in the ground and filled it with water and still expected payment for installation The aesthetic appearance of a pool is part of its charm and a very big part in choosing to purchase a pool The aesthetic appearance of our pool has been more than slightly tarnished Then there’s the resale value We do understand depreciation due to age and use, but we also understand how something loses value (even sell ability) due to condition and abuse One would think that if they could maintain the condition and proper installation during the initial install at the previous location, they could do the same during the move and reinstall at the new location (given they follow proper procedures and install instructions) It is definitely our plan to sell this above ground pool when we construct an in-ground pool in about 2-years The mangled post tops and damaged wall will definitely decrease any proposed price by more than $550, and it is very possible no one would want to purchase the pool for any price at all (choosing an undamaged pool over our damaged pool).So this is our pro we ask that all the work promised in option be performed, but the installation price be reduced by 50% If this is not acceptable, we would then resort to you giving us a 100% reduction (no charge to partially reimburse for damages caused) with no necessary work, and we will cut our losses We have spent thousands of dollars with Family Leisure We have bought pools (one when my wife was single from when it was Watson’s and this one after we were married) We have spent so much to maintain the pool over the past few seasons (even twice as much last season, because none of the products seemed to work) Family Leisure had no problem receiving payment from us for the disassembly, so the only reason why you haven’t collected for this is not because we are deadbeat customers We just refuse for Family Leisure to take advantage of us and not truly make good for their mistake Regards, [redacted] ***

Below is a message sent in last weekPlease use the below info for the claim. 7/15/17The customer has denied options presented to them to resolve the issuesAt this time it appears their goal is to avoid complete payment due to minor issuesThe pool looks very goodThey're expectation of
how things are supposed to go is not based on experience, but feelingsA picture of the pool shows the quality of the install. Both options were denied and are listed below. None of the issues effect structural aspects of the pool and are only cosmetic. Please note the customer hasn't paid for the install service at this timeThey called to pay the $the day of the service and we weren't able to process payment and we said we would call back the following day and there wasn't an issue at that timeWhen we contacted the customer for payment they mentioned they had issues with the filter leaking and other issuesOur service department went to their home, resolved the leaks and secured some of the loose railsThey still decided they wouldn't pay the amountAt that time we started moving our store to a new location and I personally lost sight of the situationI've expressed my apologize over the phone to Mr***. We have completed a difficult service and even followed up with another appointment to resolve the customers complaintsWe have made two excellent offers and both have been denied by the customer. We will present the options/offers to the customer again and continue to work towards a solution Below is an email from the customer in response to our offered options. 7/14/from Mr*** to ***. Good Evening ***,As my wife and I were discussing the situation, she reminded me of a previous conversation pertaining to us having an in-ground pool one day (within the next few years)Our plan was to be able to get a little money selling the above ground pool; however, with the pool's current state, it is doubtful we can get nearly as much...if we can even sell it at allOnce someone sees the creased/dented wall and the posts mangled at the top, their likely to move on or greatly decrease their offerFurthermore, my wife still feels Family Leisure is making light of the condition/situationAs far as she's concern, our stance is still the original mentioned in our Revdex.com complaintAt this point, I don't know what to say.Sincerely,*** ***7/12/message To whom it may concern,Below is a message to respond to a claimI wasn't the person who received the email and I'm unable to get the original forwarded to meI only have a print out of the claim.Please forward or attach the below response to the claim ID ***Customer *** ***, Retailer Family Leisure of San Antonio. ----------RESPONSE TO: Claim ID ***I deeply apologize for the issues experienced with the install of the pool and the delays in getting a resolutionWe strive for excellent customer service and we apologize that wasn't receivedAs stated in the claim we did work closely to assist with the unique situation to have the pool taken down and moved to be installed at a later dateWe always work towards finding solutions to customer's needs and requests. I have seen photos of the pool that the customer had sent and reviewed them with service technicians and installers to gain their perspective. I have spoke directly with Mr*** since this claim was sentWe did experience delays in responding to this claim due to the move of our store that occurred late May and early June of Many of our standard service and installed were postponed during the transition. We want to come to an agreement with MrAnd Mrs***We believe the pool is constructed in a sound manner ensuring a long life expectancyThere are issues that all above ground pools experience when being taken down and moved to a new locationMany challenges exist with this process. We have offered the customer two options for them to decide uponSince the pool is structurally sound and the issues in the claim are mostly esthetic we offered over 35% discount to accept the pool as it currently isWe would not offer that if we didn't believe the pool was structurally safeOption two, would be a $off and we would replace some of the hardware that concerned the customer and make an attempt to properly space the top caps between the top seats. We hope to resolve the issue directly with the customerWe have directly apologized for the delays in coming up with a resolutionThe customer is working with us and is deciding on an option that will suit their needs and resolve the situation. Thank you,*** ***General ManagerFamily Leisure - San Antonio*** ***familyleisure.comNEW ADDRESS FAMILY LEISURE OF SAN ANTONIONIH-BLDG ASCHERTZ, TX

Complaint: [redacted]
I am rejecting this response because:It appears that the account of the general manager may be off due to lack of involvement in the resolution process and the great amount of time that has elapsed since the whole situation originated.  My making Family Leisure aware of issues with the pool actually started on the very day they “completed” the installation (as is evident with screenshot of text message sent to the install crew manager attached/uploaded).  You will also see from the very beginning (even before the installation was complete) I was more than willing to pay for the install in full, but that was before the issues came up.  My text was immediately after they left, and my wife looked over their work more closely.  I even called Family Leisure right after (as evident by additional screenshot attachment/upload) to inform them of the problems.  The service representative said that the general manager was not available, but he would call me the next day.  He did not.  I chose to give him a couple days and called again.  I was given the same story.  A couple days later (after emailing pics of the damage to the wall, loose top rails and leaking at the tubes & filter/eye), I was finally able to speak with the general manager.  From the very beginning, he was making light of all the damage, but he did agree to send a service guy out to look at the damage to the wall and repair the loose rails/leaks.We were not there when the service guy came due to a family emergency, but he assured me we did not need to be there as long as he had access, which he did.  When we got home, we found the leaks were mostly addressed but not fully and the top rails were not fixed at all.  They were still just as loose as before.  Out of frustration, I chose to inspect things closely myself.  My findings were mentioned in my original complaint. The general manager acts as if Family Leisure’s commitment is only to functionality.  If that’s the case, they could have dug a hole in the ground and filled it with water and still expected payment for installation.  The aesthetic appearance of a pool is part of its charm and a very big part in choosing to purchase a pool.  The aesthetic appearance of our pool has been more than slightly tarnished.  Then there’s the resale value.  We do understand depreciation due to age and use, but we also understand how something loses value (even sell ability) due to condition and abuse.  One would think that if they could maintain the condition and proper installation during the initial install at the previous location, they could do the same during the move and reinstall at the new location (given they follow proper procedures and install instructions).  It is definitely our plan to sell this above ground pool when we construct an in-ground pool in about 2-5 years.  The mangled post tops and damaged wall will definitely decrease any proposed price by more than $550, and it is very possible no one would want to purchase the pool for any price at all (choosing an undamaged pool over our damaged pool).So this is our proposition: we ask that all the work promised in option 1 be performed, but the installation price be reduced by 50%.  If this is not acceptable, we would then resort to you giving us a 100% reduction (no charge to partially reimburse for damages caused) with no necessary work, and we will cut our losses.  We have spent thousands of dollars with Family Leisure.  We have bought 2 pools (one when my wife was single from when it was Watson’s and this one after we were married).  We have spent so much to maintain the pool over the past few seasons (even twice as much last season, because none of the products seemed to work).  Family Leisure had no problem receiving payment from us for the disassembly, so the only reason why you haven’t collected for this is not because we are deadbeat customers.  We just refuse for Family Leisure to take advantage of us and not truly make good for their mistake.
Regards,
[redacted]