Swimming Pool Discounters

Please find my response in regards to [redacted] complaint below.We explained to Mr [redacted] at the time of purchase that we do not install pools at Swimming PoolDiscountersWe explained to Mr [redacted] that we could have an independent contractor contact him ifhe would like and did soAs for the comment that we didn’t help resolve Mr [redacted] ’s situation, this is aplain lie as I have personally talked to Mr [redacted] on a daily basis and even called his independentcontractor directly to help rectify the situationAs of this point we bc lieve that Mr [redacted] s pool hasbeen resolved.We consider this matter closedIf you have any additional questions please contact me at once.Respectfully,Bob P [redacted] Swimming Pool Discounters,

Dear Ms [redacted] :in response to the Revdex.com complaint [redacted] for our customer [redacted] ***Our investigation provides the following answer to this complaint,Ms [redacted] did purchase a x Decade pool and package for $on March 8, When she purchased her pool, the entire transaction was completed via internet and telephoneThe customer applied for our layaway program, which she was accepted forOnce the pool was paid off, the customer picked up her pool at our Altoona locationOur website clearly states, "that we service locations anywhere in Western or Central Pennacounties, Give US A CALL TODAY at any of OUR STORES OR [redacted] and we will be glad to quote you their rates!'" As a courtesy, our salesman attempted to find an installer in her area [redacted] This search was unsuccessfulSwimming Poo! Discounters sells swimming pools, spas, chemicals, and supplies that you might need for theseWe do not installThis information is provided to the customerBecause we were unsuccessful in finding an installer, there was nothing stopping the customer from finding someone to install her pool.Therefore, the request for a refund has been denied since the customer has picked up the pool and packageNo further complaints have been expressed by the customer.Sincerely, Robert P [redacted]

Pool package was $1,668.99Pool installation was $900.00Prorated warranty price of replacement liner $ Installation of replacement liner $for a total of $ $was then refunded to customer's credit card Customer received and kept the liner.Pool structure has year warranty, liner has limited manufacturer warranty, not years like the pool structure.$installation fee was to install the pool structure, liner, filter when first purchased, not just the replacement linerThe installation was completed..The liner was under a pro-rated warranty and the charge was $to replace the liner.The replacement liner provided was the upgraded liner.Customer was charged $to install the new liner, as labor is not included in the warranty.The installer did make a trip to the house and the pool had not been emptied of water, which the customer was asked to empty the pool prior to the installer coming to install the new liner.A new liner cannot be installed without taking the water out of the old liner firstThe installer made another trip to the house to find the rocks around the pool had pushed in the side wall of the pool once emptied, and could not install the liner until the rocks were removedThe installer left the new replacement liner at the customer's home, and told the customer to call him when the rocks were removed and he would come back out and install the liner.The installer also spent time on several phone conversations with the customer.The customer requested that he be refunded $of that installation fee, as he decided to install the liner himselfWe refunded the full amount of $even though the installer made two trips to the home and a great deal of time spent on phone calls related to this customer.Had the pool been emptied, and the rocks had not pushed in the sidewall, (both of which were the customer;s responsibility) there would not have been any issues.The installer would have installed the replacement liner without difficulty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We have to do somethingWe simply cannot install the pool with out a permit from the City of Pittsburgh and given their current requirements our properties are not eligible for a permit Please have Swimming Pool Discounters contact us so that we know what to expect when their selling season begins Regards, *** [redacted]

RE: [redacted] Please find my response in regards to Mrs [redacted] complaint below.Mrs [redacted] son contact us for a quote on an in-ground liner in which he sent us a diagram of the poolWe gave him a quote based on the diagram and they decided to move forward with the project and gave us a deposit and signed off on the contract.After our measuring department went out to the home which is hours away each direction, we realized that we were not told that the steps were lined also, which would incur more cost for the liner and installationThe original offer for the additional work was $and we reduced it down to $because as Mrs [redacted] son stated this was a mutual mistake on both partsMrs [redacted] son said he would be back in contact with usI called a few weeks later to see what was going on and was told they bought a liner from somebody else.While we agree to a partial refund, we feel we are entitled to recoup our losses and deduct that from their refundWe have tried to work with the customer but customer is being unreasonable.Respectfully,BobSwimming Pool Discounters

Be: Complaint # [redacted] To Mrs [redacted] In response to the Revdex.com complaint # [redacted] for [redacted] ***, in Mr***'s complaint we whole heartedlv agree that this order took forever by the manufacturer( [redacted] ) to fillWe agree to the pattern being incorrect from the manufacturerWith the previous being said, these were errors by the manufacturer and not Swimming Pool Discounters, We were assured that the manufacturer wou d reach out to Mr*** and that they would resolve the issueWe will work with Mr*** to hold the manufacturer accountable on these errors.Please let me know if you have any further questions or need any further clarification.Respectfully,Robert P [redacted] Swimming Pool Discounters

Dear Ms [redacted] :In response to the Revdex.com complaint [redacted] for our customer [redacted] Our investigation provides the following answer to this complaint:Mr [redacted] purchased a foot Lakota liner and installation on April 17, The liner was ordered and when it arrived, the installed contacted the customerOn the first visit to the customers home to do the install, the pool was still filled with waterIt normally takes 24- hours to fully drainThe customer was informed of the appointment time and that the pool needed to be emptyThis delay added to the install time.The customer landscaped his propertyRiver rocks were piled against the sides of the pool to the height of feetThis pool is not made to be buried under any amount of earth or landscaping materialsWhen the pool was emptied of water, the sides collapsedThis caused the pool walls to come out of the track and the landscaping rocks to move into the pool areaThe customer called the installer and explained about the situation and offered to pay his guys $to dig out the rocks from the pool areaThe installer stated that his guys do not perform that kind of workIt was up to him to fix the situation and once completed he would come out and install his linerThe customer stated that he and his son would then remove the rocksNothing has been removed.The customer and installer are now at an impasseWe are more than willing to install the customers liner; however, the customer needs to take responsibility for his mistake and make the necessary repairs for the install to happen.Therefore, we dispute this complaint.Sincerely,Robert P [redacted]

May 9, 2018Dear [redacted] RE ID # [redacted] - [redacted] ***We received this complaint from the Revdex.com via email on April 9, The Revdex.com had classified the complaint as “Closed” as the complaint had not responded to its inquires.SPD made new attempts to contact the complainant even though is was closedWe called the customer and left voice mail messages on:April 19th - No response Left Voice Message April 23rd - No response Left Voice Message April 24th - No response Left Voice Message April 27th - No response Left Voice MessageOn April 30th SPD got in contact via a phone call - SPD acknowledged that earlier issues regarding the pool had been mutually resolved between parties.However there has developed is a new, unrelated problem, regarding somewhat of a “caving in” at times at one area of the side of the pool.Swimming Pool Discounters has asked for pictures to be sent of problem area of the pooi to determine what, if anything, can be done to solve the problemIt is to be noted the pool has been and is now fully operative.SPD will follon this response with a report on what if anythinq will or can be done.Due in large part to this complaint, and others like it over the past several yearswe have recently enhanced our Customer Service Communications andRecommendations Procedures dramatically throughout the shopping, purchasing, shipping, receiving and assembly process.LastlySwimming Pool Discounters would like to point outwe sell and drop-ship over [1000] swimming pools per year all over the United States out of our single location in Pittsburgh Pennsylvaniaand additionally over 15,poois have been sold over the past years, not including all those customers who have just purchased chemicals and everything else related to the swimming pool experience....To date we have received only [9] Revdex.com complaints regarding last years sales, most of which have been related to shipping and installation issues which only involve Western Pennsylvania Area Customers.To be clearSwimming Pool Discounters no longer installs, nor recommends specific installers to customers, anywhere in the world including Western PennsylvaniaThis enables us to offer among the lowest prices and best valve in the swimming pool industry Worldwide.Swimming Pool Discounters is not now, nor has it ever been, a paying member of the Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The business still insists that we sign a release statement that is not true or factual It states that it was a mil liner and it was not a mil liner but a mil He stated he sent the release letter on august 13th but letter states august 11th and we never received it I believe he never sent it cause he lied so many times before this and this could have been handled back in June but he continued to LIE every time we called him The release also states that we did not give him correct dimensions but all information was accurate as given to him and it was his lack of due diligence to provide an accurate quote.Bob is a down right liar and can not be trusted Wish I would have did more research and realized what a scammer this man is We tried to get this done clean back in June but he continued to lie and say the money was put back He maintained this lie numerous times after this and did not even try to contact us over the phone to clear it up We called him on 9-14-@ 3:09pm when he said he mailed the letter on 8-18- He has told me different dates for when he mailed the letter and do believe he never mailed it or intended to mail it until I made contact with him requesting the refund again.I do not believe they charge $an hour for service calls and think he is price gouging because he already has our money and is doing whatever he can to keep it He is basically extorting us!!! Regards, [redacted] ***

RE: [redacted] Please find my response in regards to Mrs [redacted] complaint below.This is a follow up to the letter received today in the mailFirst I would like to point out that the quoted time in the offer was not from this office location but from our liner division location not our corporate locationThe actual per hour charge in the pool industry for service is $139/hourThis is what we charge every customer for service which includes travel timeAs for the customer's statement about the steps - while the steps are on the diagram there is nothing stating to the fact that the steps are lined percent of in-ground pools have fiberglass steps not linedAgain, customer never mentioned it to us and we did not find out till we arrived to the home for final measurements thus creating the higher price than originally quotedAlso please find attached original letter sent to the customer on August 13, with the original offer of the refundWhile we agree to a partial refund, we feel we are entitled to recoup our losses and deduct that from their refundWe have tried to work with the customer but customer is being unreasonable.Respectfully,BobSwimming Pool Discounters

Dear Ms [redacted] '.In response to the Revdex.com complaint [redacted] for our customer [redacted] Our investigation provides the following answer to this complaint:Ms [redacted] did purchase a x pool and pool protection package from us on June 26,She also chose to have this pool installedWhen the pool and package were delivered to Ms [redacted] everything was in working orderWhen the pool was installed, her installer did not use part of the package she purchasedThe equipment that was assembled on site, by the installer, began to leak and “was stripped."While we can connect customer with installers, these installers are not employees of Swimming Pool DiscountersShould the customer decide to use one of these installers all work and transactions are completely between those parties, we are not involvedThe customer always has the right to go out and find their own installer.Therefore, we are disputing this complaint.Sincerely,Robert P [redacted]

RE: [redacted] Please find my response in regards to [redacted] complaint below.While we agreed that the wrong pool was picked up and installed by the installer, we did offer several options to Mrs, [redacted] which she refused and wanted the pool that she purchasedWe agreed to order her the pool that she purchased but we needed written permission from Mrs [redacted] in order to have the pool that was installed taken down and brought back to see if we could resellMrs [redacted] to this date has not responded back to us in order to get this matter resolved.Please see attached letter to both Mrs [redacted] and her attorney dated June 11th As you will see we have tried to communicate with Mrs [redacted] but get no where.Respectfully,Bob P [redacted] Swimming Pool Discounters

May 15, 2018Dear [redacted] RE ID # [redacted] - [redacted] Swimming Pool Discounters received this complaint from the Revdex.com and initially responded to the Revdex.com on June 16, 2017.This is an update on that complaintMr [redacted] requested a refund of $of the $fee for the installation, as the install crew had been to his home in the pastWe refunded him the whole amount of the installation fee of $on June 21, I have included the invoice and credit card receipt on this email so that you can see that refund.Due in large part to this complaint, and others like it over the past several yearswe have recently enhanced our Customer Service Communications and Recommendations Procedures dramatically throughout the shopping, purchasing, shipping, receiving and assembly process.LastlySwimming Pool Discounters would like to point outwe sell and drop-ship over [1000] swimming pools per year ail over the United States out of our single location in Pittsburgh Pennsylvaniaand additionally over 15,pools have been sold over the past years, not including all those customers who have just purchased chemicals and everything else related to the swimming pool experience....To date we have received only [9] Revdex.com complaints regarding last years sales, most of which have been related to shipping and installation issues which only involve Western Pennsylvania Area Customers.To be clearSwimming Pool Discounters no longer installs, nor recommends specific installers to customers, anywhere in the world including Western PennsylvaniaThis enables us to offer among the lowest prices and best valve in the swimming pool industry WorldwideSwimming Pool Discounters is not now, nor has it ever been, a paying member of the Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

May 7, 2018Dear [redacted] The customer states that he does have a leak, and we recognize thatThe spa is under factory warranty, and must be repaired by a factory authorized technicianThe oniy factory authorized technician in this area is [redacted] Hot Tub Service.We contacted [redacted] on the same day that the customer called to let us know that the spa was leaking, and the soonest that [redacted] could go to repair the spa is May 9th.The customer was not happy with that date, and wanted it done right away.I personally called the owner of [redacted] to see if we could possibly get it done sooner, and literally begged for a favorUnfortunately, they could not accommodate us any sooner.We tried our best to work with the manufacturer to get another spa repair company authorized, but did not have success after numerous phone calls, including calls to several spa repair companies to see if they could even go sooner, but the manufacturer would not authorize another company.We feel sincerely regretful that we are not able to speed this up, but it is not in our control, if we do not use a factory authorized repair company, the warranty will be null and void, and they will not pay for any needed repairs that would normally be covered by the warranty.Customers are told when they are entertaining the idea of purchasing a spa, that the warranty is a factory warranty.This Revdex.com complaint should actually go to the manufacturer, as they would not agree to authorizing a company that could make the repair sooner.We did apologize and explain to the customer, but he is not satisfiedWe have done everything that we could do to try to satisfy this customer.Respectfully,Jeanne R [redacted]

Dear Ms [redacted] :In response to the Revdex.com complaint [redacted] for our customer [redacted] Our investigation provides the following answer to this complaint;Mr [redacted] purchased a Signature Shot tub on October 3, Mr [redacted] placed a service call on November 12, and an employee went to his home to assess the situationWhen our employee arrived, the cabinet for the hot tub had been removedAfter tests to the hot tub were performed it was determined that the customer needed a new spa packA warranty claim was completed with the hot tub manufacturer to receive the new spa packThe employee did not reattach the cabinet as it had already been removed prior to arrivalA spa pack was received from the manufacturerThe customer came into the Pittsburgh store to see what was taking so longA spa pack was removed from a different hot tub, given to [redacted] Hot Tub Service and service was performed on January 12, At that time, [redacted] observed that the cabinet was still open and the lines were frozenThe customer was informed of the freezing and he decided to wait until the tub thawed out to power on tub.After weeks, the customer called to state that there was still no power to the tubAt that time, [redacted] Hot Tub Service was again called to assess the situationWhen [redacted] arrived at the customers house on February 14,and opened the access panel, the service tech noticed animal dropping inside the cabinetAfter further inspection, the service tech also realized that a lot of the wiring to various components inside the hot tub had been chewedAt that time, the customer stated to the [redacted] service tech that [redacted] left the cabinetopen from their previous service callThe [redacted] service tech that performed the service call on January 12, reported that he reattached the panel after swapping out the control pack.A new hot tub has been delivered to the customer at no charge and the original one removedTherefore,, this complaint should be closed and listed as resolved.Sincerely,Robert P [redacted]

I purchased my pool in 2016, never got any warranty on pool and liner, 2 months later my liner split open I called BOB and he said that they are not responsible for the liner or any warranties not received by manufacturer so I asked him to give mr the manufacturer of my pool and liner and that I would call them and get a new warranty and BOB said that he doesn't have that info but they have the original invoice all I got was a copy sent via email. Now after a long time of him and his staff avoiding calling me back I had to pay $1000 out of my pocket to get new liner and now here we go again the latter bent and they are not suppose to bend that way so I called back and yet again I get the run-around by BoB and his staff, he said they would resolve this issue by the end of this week so I called BOB at 4:58 pm today and he said to me that Jeany/Genie was to call me and took care of this 2 days ago but its more lies on top of lies so I made a complaint abut this company Swimming pool discounters ( Pittsburgh) and Bob to Attorney General Of Pennsylvania Josh Shapiro. Please if you know what's good for your wallet DONT get a pool from this company especially if your dealing with BOB.!

RE: ***Please find my response in regards to *** ***'s complaint below.As we explain to all customers- we do not install pools of any type and our contracts state that clearlyWe do tell customers we work with some independent contractors and can give the contractors the customer's
information if they wish and that they in turn can work directly with the independent contractor.There was a mix up with the contractor taking the wrong pool out to the site, the contractor talked with Mrs*** and the two have worked out the installation and the pool has been installed.Hopefully this resolved this matter.Respectfully,Bob P***Swimming Pool Discounters

May 9, 2018Dear ***,RE ID #*** - *** ***We received this complaint from the Revdex.com via email on April 9, The Revdex.com had classified the complaint as “Closed” as the complainant had not responded to its inquires.SPD made new attempts to contact the complainant even though is was closed, as it was our primary consideration to service the customer no matter the Revdex.com ratingWe called the customer and left a voice mail messages on April 19th the customer returned our call.We listened to the customer’s problem related to the installation and liner padding damage for which they had purchased a $Customer Protection Package for just such matters.Do to the length of time that had passed and that the customer has since had the problem resolved, SPD called the customer back on April 30th and left a voice message we mailed the customer a full refund check for the $Protection Package.The check has been sent to the customer and SPD has not received a response as of the writing of this email.Due in large part to this complaint, and others like it over the past several yearswe have recently enhanced our Customer Service Communications and Recommendations Procedures dramatically throughout the shopping, purchasing, shipping, receiving and assembly process.LastlySwimming Pool Discounters would like to point outwe sell and drop-ship over [1000] swimming pools per year all over the United States out of oursingle location in Pittsburgh Pennsylvaniaand additionally over 15,pools have been sold over the past years, not including all those customers who have just purchased chemicals and everything else related to the swimming pool experience....To date we have received only [9] Revdex.com complaints regarding last years sales, most of which have been related to shipping and installation issues which only involve Western Pennsylvania Area Customers.To be clearSwimming Pool Discounters no longer installs, nor recommends specific installers to customers, anywhere in the world including Western PennsylvaniaThis enables us to offer among the lowest prices and best valve in the swimming pool industry Worldwide.Swimming Pool Discounters is not now, nor has it ever been, a paying member of the Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.So If I'm reading this response correctlySwimming Pool Discounters is admitting there faults buy canceling installs and increasing their customer service due to past bad practice? I just happen to be one of the people who got the short end of the stick and now Swimming Pool discounters has hired *** *** from *** *** to try and right the ship. $1,= POOL PACKAGE$= INSTALL (refunded $250)$= UPGRADED LINER (no refund - & still have the cheap liner they left)$= GAUGE LINER I BOUGHT ON MY OWN FROM AMAZON AND INSTALLED MYSELF$3,= TOTAL SPENT ON THIS POOL AND BIRTHDAY PARTY'S MISSED AND A LOT OF WASTED TIME AND EFFORT
Regards,
*** ***