Superior Pools & Spas

October 9, Dear *** ***:Thank you for your note dated October We write you today in response to the above complaintThis customer's complaint is frivolous on its face, and contains a number of falsehoods, including:The purchase price of these customers'
automatic pool cleaner was not “$1100.00" as complainant stated, but rather $953, shown by the attached receiptThe sales technician in this transaction was not "Brandon"; but rather Mike B, per the attached sales receiptThe notion that we would use coarse language toward a customer is ridiculous to the point that it doesn't deserve a response, as we possess far higher professional and customer standardsIt would follow that this complainant apparently lacks the integrity to be truthful even in minor things, which bear little or no consequence, and so the validity of the remainder of their complaint must be called into question as wellThe facts of this matter, stated factually by us, follow:A. This complainant purchased an automatic pool cleaner at the beginning of the summer, on May 31, 2015, per the attached receipts.BAfter using the cleaner all summer, complainant's husband "***” or “***” returned it to us on September 2, citing that “it was not moving”
CPer our standard warranty and Great Customer Service protocol, we packaged the unit carefully and promptly shipped back to its manufacturer (*** ***) for troubleshooting and repair.DOn October 2, *** *** shipped to Superior Pools not the customers' repaired unit, but rather a BRAND NEW unit, thus going far beyond their actual obligation
EOn October 6, we notified this complainant of *** ***' new replacement as stated above aIn that phone conversation, complainant's husband apologized for the crude way he spoke to us in previous phone calls, and expressed further his appreciation to us for this good result we obtained for him
FOn October 9, complainant's husband picked up said brand new cleaner from our Company, per his signature on the attached receipt, thus closing this issueThe fact of this matter is that Superior Pools provided excellent customer service to this complainant and, as with all our customers, effected a customer result that not Only net, but far surpassed, our obligation to themThus, we consider this matter satisfiedThank you for your attention in this matter, and do not hesitate to contact me if can be of further assistanceSincerely Yours,
Michael C

Our experience with Superior Pools started out terrific, and at the end we had a lovely looking pool. However a year later there are still serious design flaws, (which we were clueless thinking Joe truly has done this type of pool before), that this company refuses to correct. As a result we have to use another contractor and spend more money on this pool that cost us a large amount of money already. We are extremely disappointed and the most painful issue is that the pool is loosing water EVERYDAY in a serious drought. Superior Pools has not addressed this issue yet, and apparently has not the interest to back their work or does not know what to do. Either way it is inexcusable to leave a customer in this position for the amount of money they were paid.