Swimming Pool Discounters

May 7, 2018Dear [redacted]The customer states that he does have a leak, and we recognize that. The spa is under factory warranty, and must be repaired by a factory authorized technician. The 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 favor. Unfortunately, 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 satisfied. We have done everything that we could do to try to satisfy this customer.Respectfully,Jeanne R[redacted]

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.
[redacted],Thanks for all your hard work on this complaint, It is greatly appreciated.  I have moved on from this headache: I'm still short $250 for install fee and a replacement liner for the liner that I originally bought from them that had a 30 year warranty (I went on Amazon and bought my own liner and my Dad and I installed it). I chalked this up as a lose and I need to do a better job reviewing a company before I use them for a project.  I just want the public to be aware of how this company operates and treats it's customers.
Regards,
[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 S6 hot tub on October 3, 2015. Mr. [redacted] placed a service call on November 12,...

2016 and an employee went to his home to assess the situation. When our employee arrived, the cabinet for the hot tub had been removed. After tests to the hot tub were performed it was determined that the customer needed a new spa pack. A warranty claim was completed with the hot tub manufacturer to receive the new spa pack. The employee did not reattach the cabinet as it had already been removed prior to arrival. A spa pack was received from the manufacturer. The customer came into the Pittsburgh store to see what was taking so long. A spa pack was removed from a different hot tub, given to [redacted] Hot Tub Service and service was performed on January 12, 2017. At that time, [redacted] observed that the cabinet was still open and the lines were frozen. The customer was informed of the freezing and he decided to wait until the tub thawed out to power on tub.After 2 weeks, the customer called to state that there was still no power to the tub. At that time, [redacted] Hot Tub Service was again called to assess the situation. When [redacted] arrived at the customers house on February 14,2017 and opened the access panel, the service tech noticed animal dropping inside the cabinet. After further inspection, the service tech also realized that a lot of the wiring to various components inside the hot tub had been chewed. At that time, the customer stated to the [redacted] service tech that [redacted] left the cabinetopen from their previous service call. The [redacted] service tech that performed the service call on January 12, 2017 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 removed. Therefore,, this complaint should be closed and listed as resolved.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, 2018. 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 closed, as itwas our primary consideration to service the customer no matter the Revdex.com rating.We called the customer and left voice mail messages on:April 19.18 - No response Left Voice Message April 20.18 - No response Left Voice MessageOn April 28th we got in contact via a phone call — We listened to the customer’s problem and acknowledged the installer’s failure to repair or replace the indicator panel on their hot tub.The customer’s chief complaint was regarding the time and apparent lack of concern and response from the installer and from SPD. The customer has since had the entire spa replaced by the manufacturer at no cost.At this time there is nothing remaining for SPD to resoive, as the client resolved the problem themselves through the proper channels.As a gesture of good faith and acknowledgment of the installation and communications problems he experienced, SPD sent the customer a $100 gift certificate.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 pools have been sold over the past 17 years, not including all those customers who have just purchased chemicals and everything else relatedto 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.

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 complaint. Mr. [redacted] requested a refund of $200.00 of the $250.00 fee for the installation, as the install crew had been to his home in the past. We refunded him the whole amount of the installation fee of $250.00 on June 21, 2017. 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 years... we have recently enhanced our Customer Service Communications and Recommendations 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 ail over the United States out of our single location in Pittsburgh Pennsylvania... and additionally over 15,000 pools 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.

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 21 x 48 pool and pool protection package from us on June 26,2016. She also chose to have this...

pool installed. When the pool and package were delivered to Ms. [redacted] everything was in working order. When the pool was installed, her installer did not use part of the package she purchased. The 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 Discounters. Should the customer decide to use one of these installers all work and transactions are completely between those parties, we are not involved. The customer always has the right to go out and find their own installer.Therefore, we are disputing this complaint.Sincerely,Robert P[redacted]

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 amount that Swimming Pool Discounters wants to hold from our refund is excessive.  The original quote for the labor was approximately $1300 and they now want half of that for the 15 minutes of time it took to measure the pool.  They said we are 2 hours away each way - this is another lie from Bob so I attached a map showing the time and route from his business to the pool..  From their last offer they said they have approximately 7 hours of time they are requesting payment for, that would be $94 per hour.  I don't know anybody in the pool business that gets paid that much.  WE offer this more reasonable amount: 70 miles x 2 x $.575 = $80.50 for travel expenses and 2.75 hours @ $50(1 guy @ $30/hr & 1 guy @ $20/hr)= $137.50 for a total of $218.  WE feel we are not obligated to pay this cause it was not our fault but will do so just so we can get this over.We have been trying to get our money back since June and we have been lied to by Bob for over 3 months.  We have had to pay interest on this money he has no right to be holding.  We could have had this resolved back in June but for some reason Bob refused to tell the truth and get this resolved and kept stalling and misleading us.WE NEVER said we were at fault for the their mistake..  My son said it "could" be seen as a mutual mistake under the eyes of the law, therefore the contract could be nullified by either parties with no obligations on either side..  This was only stated after months of getting lied to by Bob and getting no where.Please see the attached layout of pool sent to Bob for quoting purposes.  You will see that the pool steps were clearly called out and depicted and some how Bob missed them.Also attached are the emails with dates from when we originally asked for the refund.. He never called us and asked us what we were doing in regards to the refund.  My son emailed him in June and called him monthly asking for the refund and he would never call us first..
Regards,
[redacted]

RE: [redacted]Please find my response in regards to Mrs. [redacted]'s complaint below.As we explained to all customers-we do not install pools of any type and our contracts state that clearly.We 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.Unfortunately, the 1st independent contractor who originally contacted the [redacted]'s have dropped the ball on the project. I did contact another independent contractor and put him in contact the [redacted]s which I believe he has.Hopefully this resolved this matter.Respectfully, Bob P[redacted]Swimming Pool Discounters

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 pool. We 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 2 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 installation. The original offer for the additional work was $800 and we reduced it down to $300 because as Mrs. [redacted] son stated this was a mutual mistake on both parts. Mrs. [redacted] son said he would be back in contact with us. I 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 refund. We have tried to work with the customer but customer is being unreasonable.Respectfully,BobSwimming 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 PoolDiscounters. We explained to Mr. [redacted] that we could have an independent contractor contact him ifhe would like and did so. As 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 situation. As of this point we bc lieve that Mr. [redacted]s pool hasbeen resolved.We consider this matter closed. If you have any additional questions please contact me at once.Respectfully,Bob P[redacted]Swimming Pool Discounters,

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 something. We 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] [redacted]

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 30 mil liner and it was not a 30 mil liner but a 21 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 9-14-15 @ 3:09pm when he said he mailed the letter on 8-18-15..  He has told me 3 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 $139 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]

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. RE: [redacted]Rejection of Response from Swimming Pool DiscountersIn response to Bob P[redacted]'s response June21st to My Complaint on May 26,2015 Swimming Pool Discounters were to come Out the week of  May 25th-31st to Get the Wrong Pool Out of My Yard and to Date has Never Called Me to do so. As You will see by My complaint Bob P[redacted] and Dale K[redacted] of Swimming Pool Discounters Do Not Care in Satisfying the CustomersPurchases/Orders and Concerns.After speaking to Dale K[redacted] CEO of Swimming Pool Discounters on May 24th,2015. He was to Refund My Money and Get wrong pool out of My yard that week as Agreed by Phone.Bob P[redacted] had offered Me PETTY Maintenance Items to keep the pool I don't want and didn't Order (EX: Winter Chemicals, Solar Cover etc...) In which I Do Not Need,thats Why I bought a Top of the line "Resin 50 Year Warranty" Pool ONLY. They Installed a Bottom of the line stainless steel aluminum 20 Year Warranty Pool. He (BOB) Also But Not in addition to, offered to Alter the Pool and give a Fictitious "50 Year warranty" on a pool that is only warranted 20 Years as I confirmed with the Manufacture; and He also left a 35 Year warranty paper falsifying warranties from Manufacturers of Pools. So You see there are no satisfactory Offers/Resolutions for Me to Accept.Swimming Pool Discounters Bob and Dale  didn't accept My offers to resolve this problem and to keep this POORLY Installed and Constructed He so Badly wanted and still wants Me to Keep. He continues in His response to say He ordered the right pool and is here by now. I never received any such proof of purchase or the pool to My Home to This Day. He also States the pool would of taken 5-6 weeks to arrive. I also contacted That Manufacturer and was told It would arrive in 3-5 DAYS transit time Pgh and then a call for Confirmed delivery Time. And when I called Dale K[redacted] and told Him That He said "Good for You"! I asked Why are You Treating Me This Way?? He Hung Up On ME. That was the same Day Dale was TOLD by ME,,, "GET YOUR POOL OUT OF MY YARD and CANCEL the Supposed Pool You Ordered"!!!To Date July 1,2015 I Have not recieved My Money For the Pool I Bought in GOOD Faith and paid for In Full which was a Huge Mistake on My Part as They Screwed Me and still haven't called Me.There has been Absolute DisRespect and Deceit So Scandalous on Their Part. They left My Yard Torn apart and Dug Out and The Deck Steps Unsupported. My Husband fell. So I Will be Seeking Further Damages. This has been a game to Them in which I told Them I Am No Longer Playing. Look at the long periods of time to get resolutions to this from Them so Our Summer is RUINED! We are Sick and in Pain over what Should have been an Awesome Purchase and Enjoyed for the rest of Our Lives.  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 mail. First 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 location. The actual per hour charge in the pool industry for service is $139/hour. This is what we charge every customer for service which includes travel time. As 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 90 percent of in-ground pools have fiberglass steps not lined. Again, 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 quoted. Also please find attached original letter sent to the customer on August 13, 2015 with the original offer of the refund. While we agree to a partial refund, we feel we are entitled to recoup our losses and deduct that from their refund. We have tried to work with the customer but customer is being unreasonable.Respectfully,BobSwimming Pool Discounters

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 one thing that we can agree on is that this purchase was a complete disaster and nightmare for us!! I feel like as a company they should be held to a higher standard. Their customer service was ridiculous, they were very rude and very dishonest. We had to call several times with a guarantee someone would call us back and that never happened. If it weren't for us staying on top of them they would have done nothing. As far as it coming from the manufacturer, why did it have to be shipped to them first and then shipped to us? That just added unnecessary time! I also don't feel that it was right for them to charge our card before they ever had the pool to ship out. I just feel as if we were taken advantage of by the company and I don't want anyone else to have to go through the headache we have had to go through with this company. They are very dishonest and rude!! We never even received an apology through any of this!
Regards,
[redacted]

Revdex.com of Western Pennsylvania October 25,2014Attn Mrs. [redacted]
RE: [redacted]Please find my response in regards to Mr [redacted]'s complaint below.When Mr. [redacted] and his partner came into the store seeking out a poo)...

I do remember asking Mr [redacted] and his partner how much room they had on their property and they told me they had more than enough room to handle a pool of the size they wished. We do not get into installation or permits at Swimming Pool Discounters — we only sell the pools and supplies. Mr. [redacted] cartie in over the next several Weeks purchasing other items for his pool.Mr. [redacted] then asked if we could have any installers we know call him to give him a price for the dig and installation - [redacted] Digging and Installations went out to meet with Mr. [redacted] and gave him a price to do everything for Mr. [redacted]. Mr. [redacted] agreed to terms with [redacted]'s and wanted to pay by credit card for the installation. [redacted]'s does not accept credit cards and the parties asked us to run the credit card through Swimming Pool Discounters and we agreed with a percentage mark up to cover any credit card fees charged to Swimming Pool Discounters.Bottom line for Swimming Pool Discounters is that all of our contracts state "All Sales Final". While Mr. [redacted] states that everything was in-stock for his purchases he is partially right. While we had the pool structure in stock the liner, heater and other items had to be specially ordered in for him.We did agree to refund the monies we collected on the installation for [redacted]'s as that was not sold through Swimming Pool Discounters. If Mr. [redacted] would like us to sell his pool, heater and items next year we would be happy to do so.[redacted]Swimming Pool Discounters.

Be: Complaint #[redacted]To Mrs. [redacted]In response to the Revdex.com complaint #[redacted] for [redacted], in Mr. [redacted]'s complaint we whole heartedlv agree that this order took forever by the manufacturer([redacted]) to fill. We agree to the pattern being incorrect from the manufacturer. With 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. [redacted] and that they would resolve the issue. We will work with Mr. [redacted] 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.

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 purchased. We 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 resell. Mrs. [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 2015. As you will see we have tried to communicate with Mrs. [redacted] but get no where.Respectfully,Bob P[redacted]Swimming Pool Discounters.

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]

Review: Swimming pool was installed- protection package was purchased for the pool- installer did not install the wall protector, stating it was wrong size, therefore he installed it on the ground of the pool. I contacted the pool salesman and he was to contact installer, installer was to issue a check. IN addition the swimming pool return started to leak, installer replaced, skimmer started to leak and flapper wasn't working properly, I called installer, he was to come and correct problem. He did not show up, I contacted salesman, he contacted installer- installer sent an employee- the employee said skimmer equipment was stripped- also noted wasn't working properly and the pump was also leaking. He attempted to tighten all clamps with no success the leaks continued. He was to contact Dave the contractor for the installation, the installer and noted he would have Dave contact me. After five days I still have not heard back from installer or salesman. This has been going on since the pool was installed on July 7-8.Desired Settlement: I did not pay for a leaking filtration system when I purchased the swimming pool, therefore I would like it corrected or replaced or they can come and remove their swimming pool and reimburse me for the purchase and installation of such.