Swimming Pool Discounters

MsPalmer Edwards, RE: Complaint from *** * ***ID *** ***Addressing Mr ***'s complaintIt is true that we do not install the pools and the installation date is between the customer and the installer.We do give the customer an approximate time frame for Installation, but we never
guarantee a date, as we have no control over that.In defense of the installer, as you know, the Pittsburgh area has had a tremendous amount of rain this yearPools cannot be installed in the rain due to the muddy conditions that are createdSo, each day that it rains, it delays installation for all of those customers down the line.This particular customer has very sad circumstances, but the pools am scheduled to be installed by the purchase date, and it would not be fair to customers to switch them out for someone that purchased after they did.The pool is being installed today.Please let me know if you have any questions.Thank you,Jeanne

Dear Ms***:in response to the Revdex.com complaint *** for our customer *** ***Our investigation provides the following answer to this complaint,Ms*** 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 *** and we will be glad to quote you their rates!'" As a courtesy, our salesman attempted to find an installer in her area* 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***

June 1, 2018Dear *** ***Following up on the “Closed” response from *** *** on May 15th of this year, Mr*** informed SPD he had received full payment from his credit card company for the pool liner he purchased from Swimming Pool Discounters last year.With knowledge of this information, Mr*** was also offered a full refund of over $dollars from Swimming Pool Discounters.Mr*** informed us he had “Disposed” of the liner purchased from SPD last year at some point, so in turn we could not offer him the additional refund on that from SPD.When asked if there was anything further SPD could do to follon his initial request for customer service, he said there was nothing left that needed to be done.So from both parties, Mr*** and Swimming Pool Discounters, this complaint in truly “Closed.”Sincerely,Bob S*Following up on this complaint for Swimming Pool Discounters*** *** *** *** ***###-###-####

RE:***Please find my response in regards to Mrs*** complaint below.While we agree with Mrs*** that the order did not go very smoothly, we did everything possible to get her everything see purchased.On 6/Mrs*** order a 22xAquasport pool in which at the time we told Mrs***
that the pool would take to 1/weeks to deliverShe agreed and we placed the order for the pool fromAquasports.On or about 6/we were notified that the manufacture did not have all of the material needed to make the 21' pool but they did for a 24' poolWe contacted Mrs*** and explained what the manufacture had said and agreed to upgrade the pool at no additional cost to Mrs*** (a $value to the customer.) Mrs*** asked when the pool would arrive and I explained that depending on when the pool is released by the manufacture would determine that but we would do the best we canIn all honesty we thought for sure the pool would get to her by the 11th of July.The pool actually delivered on July 13th while there were hiccups on getting the pool in and back out to her we did the best we can.We have no control over manufactures and shipping companies and can never promise a for sure date of deliveryWhile again we agree the process took way longer that it should of, the slow down was not one our end.As to Mrs***'s claim that this was not a custom order, if you look at our website and how we list the pool, It clearly states that this pool ships directly from the manufacturer, all of the documentation that was signed clearly stated that all sales are final.Respectfully,BobSwimming Pool Discounters

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
Regards,
*** *** That is a real surprising answer for me seeing how Bob's soul reason for getting my wife's sale was HIS INSTALATION GUYS Would be able to have the pool installed two weeks before our local pool sellers could?? Now that another month has gone by YOUR INSTALLERS that we got stuck with through YOUR company from BOB has come and half installed the pool wrong.Now they blame your material being defective and I am sure it is their incompetence and yours because you both are so pitiful and should not be in business.Now I just want are money back come get your product there is no other option I will except and I will never ever let this go for my wife's sake

Attn Mrs*** *** ***Dear Mrs***In regards, to the recent complaint againstSwimming Pool Discounters, I would like to state that Mrs*** put a $deposit down on a model of spas that was on sale during the Pittsburgh Home Show, the deposit was to lock in the price as the price
was over $less than the list price of the spa.And that the spa possibly would have to be ordered for color choices as we didn't have a verified inventory on colors.The *** showed up at Swimming Pool Discounters without notice to payoff their spa and pickup the spaI explained to them at that time that A) I didn't have the spa ready and B) wasn't sure that I had the exact color choice in stockAfter looking into our inventory and finding that the color choice they wanted was mis-marked I did offer them another spa of the same model at another color.After the ***s stated that they wanted the exact color, I again explained to them that I would have to order the spa from the factory to satisfy themWhich they understood and agreed to.I received a call from Mrs*** stating that she wanted to cancel the order this past weekend, and I explained that I ordered the spa and that the order could not be canceled at which point Mr*** gets on the phone and starts using fowl language towards meI stated simply to call me back once he was ready to speak to me reasonably.Customer has been credited back their $deposit that they gave SPD,Also, I am not the owner of Swimming Pool Discounters.If you need any further information please let me know.Respectfully,Bob PSwimming Pool Discounters ###-###-####

May 9, 2018Dear ***RE ID #*** - *** ***Swimming Pool Discounters 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 - No answer, no response and left voice mail message.We called again on April 30th and got in contact regarding the customer’s concerns and issues, who is also in the swimming pool retail businessThis customer, again a competitive swimming pool retailer, purchased this pool for one of their customers, realizing and acknowledging, they could not obtain that specific pool for that customer anywhere else nor at the very attractive price for which Swimming Poo! Discounters was able to supply the pool.There has been the kind of back and forth going on for over a year between parties, as will oft times happen when a mutually acceptable agreement cannot be structuredWhile Swimming Pool Discounters remains open to further discussion, the complainant swimming pool retailer in this case appears not to want to any longer work toward an amiable solution.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 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 Worldwide.Swimming Pool Discounters is not now, nor has it ever been, a paying member of the Revdex.com

Dear Ms***:In response to the Revdex.com complaint *** for our customer *** ** ***Our investigation provides the following answer to this complaint:*** Pools and Spas purchased a foot round Super Steel Promenade Pool on April 13, This pool is a special
order from the manufacture** It is an extra heavy-duty pool with an elevated surrounding deckThe order was placed with the manufacturer and shipping instructions were providedOnce an order is placed with the manufacturer, it is out of our hands, we are at their mercyThere could have been any number of reasons on the manufacturers end as to why they were not able to produce this pool in a timely fashionWe will never know the answer*The customer states that they called on occasions and were told that the pool was in productionThat information is correctThe pool shipped directly from the manufacturer to the customer on June 2,via Estes Express Lines.Therefore, this complaint should be closed and listed as resolved.Sincerely,Robert P***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] As I TOLD YOU in MAY, YOU had " THAT WEEK" to come get that pool out of My Yard! I ALSO told YOU I';M DONE!!!! PLAYING YOUR GAMES So Your Last Response Once Again SOLVES or PROVES anything other Than Your STILL running Me around in Circles and making US SICK! PLEASE STOP the INSANITY!!!!
Regards,
*** ***

RE: ***Please find my response in regards to *** ***s complaint below.There was a mix up with the independent contractor taking the wrong pools out to sites and mixing up the pools on the installs in which Mrs***s pool was installed at another siteWe tried to offer Mrs***
several resolutions to the matter and she demanded that we install the closeout pool we sold herWe explained to her that we would order her the correct pool, but it may take to weeks to get in from the manufacturerWe also explained that we would need her permission to remove the pool that was installed so that we could still salvage the pool that was installedTo date we have not received permission.We will give her the correct pool once it arrives - but we still need permission to remove the wrong pool - otherwise she has to keep it.Hopefully this resolves this matter.Respectfully,*** ***Swimming Pool Discounter

August 1, 2015Revdex.com of Western PennsylvaniaAttn Mrs, Joyce Palmer EdwardsHoliday Drive Suite 220Pittsburgh, PA 15220RE: ***Please find my response in regards to *** *** complaint below.We did ship the pool to the New Castle location on July 22nd at no additional charge to Mrs***Mrs*** was contacted by the staff that her pool was available for pickup.We consider this matter closedIf you have any additional questions please contact me at once.Respectfully,Bob P***Swimming Pool Discounters

Revdex.com:They need to contact their installer Shawn, since he did not install my pool, and he stated he would send me my deposit back for the installation in which it has now been weeks since he said he would send me it backI have never received that money as of yetThank you.
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
Regards,
*** ***

May 23, 2018Dear ***RE ID #*** - *** ***Following up on a subsequent request from Ms*** last week to an unrelated problem regarding somewhat of a “caving in" at times at one area of the side of the pool.We asked her to send us photos of the area in question to help make a diagnosis to determine if we could help with the problem, even though we did not install the pool and problems of this kind are usually related to the install.The pictures showed the installers errorred in placing the ground support plate for the vertical pool brace on top of the liner trackThe ground plates must be put down first, then the track, then and the vertical brace last in order for the pool to properly structuredMs*** indicated that when the installers first erected the pool they made that same mistake ail the way around the pool and the entire pool caved in at that timeOnce this was discovered the installers refused to come back to right the situation, in which case Mr*** reassembled the pool missing just two of the correct brace assemblies.Ms*** thanked us for the diagnosis and fix, and was going to contact the original installers in the hope they would come out and rectify the situation.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,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

Dear Mrs***In regards to ***'s recent complaint against Swimming Pool Discounters, I would like to start to by pointing out a few facts that are in-correct in his statement.1) Mr*** came into the store and said that he wanted to purchase the Solar Flare pool that was on the
websiteHe wanted to know if we had a sample of the pool in the store, and was told that we had a pool that was similarHe was shown that pool that was similarThe salesman asked if he didn't want to purchase a pool that was heavier dutyMr ***'s reply was that he wanted the cheapest, least costly pool that he could get, he said he didn't want to spend anything extraHe continually talked about not having to spend more money.2) The warranty was never mentioned during the saleMr*** was looking for the cheapest pool and package available at the time and that is what was sold to himThe warranty was listed right on the website, he did not inquire at all about the warranty while in the store.3) Mr *** had the opportunity when the pool was being installed to say he wanted a different pool, but he did notHe waited until after the pool was installed and filled with water, before he called in to complain about it.4) Mr*** has constantly miss-stated facts after the sale was madeIn one letter to the Attorney General, for example, he stated that he was told he had a year warranty, in another letter, he said yearAlso, in his letter to the Attorney General, he stated that he paid $for the pool, in reality, he paid $for a 24-foot round pool and $for installationI don't know what kind of quality he expects for that low of a price(Copy of contract and his two letters to the Attorney General are enclosed) You will also notice that the contract states "All sales final" "Non refundable" and "No returns" right by where the customer signedHe was not baited and switched, he received exactly what he purchased, the cheapest foot pool that we sellThere is no pool for $installedWe do not quote installation costs on the website at any timeNone of our pool prices ever include installation feesMr *** appears to be confused.5) As for the sagging skimmer, from what I can tell from the picture he has provided, there is a bracket that supports the skimmer half way down that is missing and that is why it is sagging.In closing, we do claim to have a pool to fit everyone's budget and that is exactly what Mr*** purchased, a fully functional poolHe now, is not happy with the quality of the cheapest pool, and feels that it should be replaced at our expenseThere was no bait and switch, he purchased the pool as advertised.If you need any further information please let me know.Respectfully,Bob P

Pool package was $1,668.99Pool installation was $900.00Prorated warranty price of replacement liner $200.00 Installation of replacement liner $for a total of $477.00 $was then refunded to customer's credit card. Customer received and kept the liner.Pool structure has year warranty, liner has limited manufacturer warranty, not years like the pool structure.$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 first. The 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 removed. The 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, the below response is coming from a 3rd party who was not involved in this process (I will respond to your incorrect comments and statements below)Like I said, I'm not looking for any money, apology or anything from this low class companyI have my photo's, phone records and paper work that proves this was a poor company service & productI'm not going to battle back and forthI stand firm that this process was handles poorly by Swimming Pool Discounters and it's owner*** Pool package was $1,= CORRECT Pool installation was $= CORRECT Prorated warranty price of replacement liner $200.00 Installation of replacement liner $for a total of $477.00 = CORRECT $was then refunded to customer's credit card. Customer received and kept the liner= YES I DID GET THE REFUND BUT DID NOT WANT THE CHEAP LINER THEY LEFT AND WOULD NOT REPLACE WITH THE THICKER LINER I ORDERED AND PAID FORPool structure has year warranty, liner has limited manufacturer warranty, not years like the pool structure= CORRECT, BUT THE LINER SHOULD HAVE LASTED MORE THAN 1/YEARS DON'T YOU AGREE?????? $installation fee was to install the pool structure, liner, filter when first purchased, not just the replacement linerThe installation was completedThe liner was under a pro-rated warranty and the charge was $to replace the linerThe replacement liner provided was the upgraded liner= WAS NOT - FOR THE 10TH TIME IT WAS THE SAME CHEAP LINER Customer was charged $to install the new liner, as labor is not included in the warrantyThe 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 linerTHIS STATEMENT IS INCORRECT, I HAD THE POOL DRAINED AND I TOOK THE WHOLE BOTTOM OF THE LINER OUT MY SELF (I HAVE PICTURES)A new liner cannot be installed without taking the water out of the old liner first. = AGAIN, THIS WAS ALREADY DONE!!!!! The 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 removed. THE COLLAGE KIDS THAT PLAYED BASEBALL FOR CAL, UTHAT WORKED FOR BOB ONLY SHOWED UP AT MY HOSE ONCE **NOT TWICE** The 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 linerThe installer also spent time on several phone conversations with the customerTHIS IS TOTAL B.S- BOB (INSTALLER) OR DALE (OWNER) WOULD NOT RETURN ANY OF MY CALLS OR E-MAILS***THIS IS A FACT** 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 customerTRUE - WE DID GET A $REFUND ** - INSTALLER ONLY MADE TRIP ***- NEVER RETURNED MY CALLS - THEY MUST HAVE BEEN THINKING ABOUT A DIFFERENT COMPLIANT THEY HAD*** Had the pool been emptied (IT WAS), and the rocks had not pushed in the sidewall, (both of which were the customer's responsibility) there would not have been any issuesThe installer would have installed the replacement liner without difficulty
Regards,
*** ***

RE: ***Please find my response in regards to *** *** complaint below.As we explain to all customedo not install pools 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.I have talked to the installer the customer is dealing with just recently and the installer has informed me that the job site is not ready for him to install and once the site is ready he would go back and install the pool.Hopefully this resolved this matter.Respectfully, Bob P***Swimming Pool Discounters

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
The letter from Swimming Pool Discounters confirms that the product I received was not what I ordered (correct design, MIL), nor was it delivered in the time frame promised by the business at the point of orderHowever, the Swimming Pool Discounters continues to not take responsibility for ensuring delivery of the product they sold. To be clear, I did not purchase a pool liner from *** (the manufacturer). I purchased a custom *** branded pool liner from Swimming Pool Discounters. Swimming Pool Discounters took the order, processed the payment but at their own admission have yet to provide the product that they sold They sub-par liner shipped a month late by Swimming Pool Discounters was rejected at inspection the same day received As a consumer, I’m not concerned with the relationship Swimming Pool Discounters has with the manufacturer they represent. Nor am I interested in talking with their supplier. As they are the distributor of *** branded pool liners, that is their problem to resolve The only appropriate resolution in this manner is for the refund to be completed as Swimming Pool Discounters confirmed they did not deliver the product ordered from them Some manner of compensation for my time wasted waiting for this product, preparing a pool site twice in anticipation of delivery and then trying to get a refund would be appropriate, but given Swimming Pool Discounters inability to accept responsibility for managing their sale, it is not anticipated
Regards,
*** ***

Dear Ms***:In response to the Revdex.com complaint *** for our customer *** ***Our investigation provides the following answer to this complaint:Mr*** 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***

May 9, 2018Dear [redacted]RE ID #[redacted] - [redacted]We received this complaint from the Revdex.com via email on April 9, 2018. 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 closed. We 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 problem. It is to be noted the pool has been and is now fully operative.SPD will follow-up on 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 years... we have recently enhanced our Customer Service Communications andRecommendations Procedures dramatically throughout the shopping, purchasing, shipping, receiving and assembly process.Lastly... Swimming Pool Discounters would like to point out... we sell and drop-ship over [1000] swimming pools per year all over the United States out of our single location in Pittsburgh Pennsylvania... and additionally over 15,000 poois have been sold over the past 17 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 clear... Swimming Pool Discounters no longer installs, nor recommends specific installers to customers, anywhere in the world including Western Pennsylvania. This 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.