[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The reason why we felt they we moving to fast is because they told us the yard need to be fixed 19 inches and they were coming before our contractors could complete any work. Yes I was calling excessively, because I was stressed out over the whole situation. We had a death in the family. that was once day we asked them not to come. The second time was when we had contractors in the yard doing the drains on each side of our property to keep water away from the pool. It was not a scheduled day the Pool Store was to come out. Again they come when they want or don't come. As far as the cops coming because of the neighbor that was on a Sat and was because we were raising our fence to meet our property that we had to raised for the pool. The pool store had nothing to do with this and were not even there that day. They only know this because we told them about our neighbors giving us trouble. I truly do not want to go back and forth on the phone or through the better business. I am simply trying to get this resolved. [redacted] called again screaming saying we own money. We do not. We do own 700.00 at the completion of the job in the fall. Our now 7 weeks of pool cleaning and our installation of our pool cover and our finally inspection. She screamed we owe her any apology and she we not do anything till them. We just want to be treated with fair customser service and we want our work done. Also, as I mention previous we would like them to check for the possible leak in the pool. We were told by her worker that there might be a leak in the steps. I would know so I ask to have it check. We were told yesterday by [redacted] that we have a cleaning appointment and they will check for the pool leak tomorrow around 11am. Now I do not know if they are coming based on the phone call from [redacted] this morning. We just want things to get done properly and as scheduled. We are not trying to sue the pool store for anything as [redacted] scream on the phone. We said if the Revdex.com can not help us perhaps a letter from our attorney would. We truly do not want to take it this far. But we will not apologize to suit her girl tantrums that she has on the phone. And yes my husband did say talk to me only because I was getting way to upset and stress out. Again, all we want is the proper customer service and to finish in the fall. I do not want anymore phone call from a screaming owner. If she wants to talk that is fine. Just do what you say when you say your going to. Thankyou.
Regards,
[redacted]
I believe this has been taken care of. We do not remove dirt for above ground pool installations; however, in an effort to complete this job to Ms. [redacted] satisfaction, we are doing so today. She is a really nice person and we value her as a customer.
Business Response to a Complaint Complaint ID#: [redacted] Company Name: The Pool Store Company Contact: Toni Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: The filter needed to be re-plumbed and was completed by one of our professional service technicians. The customer was not charged to fix the cleaner because we could not fix the cleaner. The fact that everything is working now is a combination of the work we did and the work that another company was hired to do. We did no charge for the return visit. We are sorry you feel the way you do about our company. We certainly do our best to provide excellent customer service. Thank you.
This complaint has been resolved
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.
Regards,
[redacted]
We spoke with Mrs. [redacted] about the concrete. The cracks are not structural as Mr. [redacted] pointed out to me that 'you cannot see the cracks'. In order for us to even see where they were he had to put tape along side it. Concrete does get small hairline and...
surface cracks (it's the nature of concrete as outlined in our contract). You cannot see the cracks. If one were determined to be structural we would replace that section. He seemed okay, as did she when we explained it. I'm confused about the complaint. My foreman has been there 3 times and spoke with both of them.
I personally spoke with Mr. [redacted] and he told me that he would put tape marks where the minor cracks were because we would NOT be able to see them. There are no structural issues with the concrete. Unfortunately, concrete cracks (this is outlined in our contract under section L). We use the highest quality materials. They are minor (barely visible) and not structural cracks. I will gladly meet with the homeowner along with Pat (on site) to review and see if we can ease his concerns. Please provide a date and time that works. Thanks.
The first week we started construction, day 4, [redacted] called to tell us to 'stop construction'. It was 'moving too fast'. I told her that I have never had a customer complain because we were moving along nicely but that at her request we would stop construction. A few...
minutes later, her husband called screaming at us and her and we were told to move along with the build of the pool. He told us 'DO NOT TALK TO MY WIFE, DO NOT LISTEN TO ANYTHING SHE SAYS, ONLY TALK TO ME'. A few days later we were told not to come in the yard because her husband '[redacted]' had landscaping to do. 3 days later we showed up and the cops were there because they were feuding with a neighbor. The third week we were told it was moving too slow. Every time we have tried to do our job they have interfered. Every step of the way was a struggle. As the owner, I personally talked to Paula at least once a day and many times she would call the office 15 times a day. She requested I come over several times and I did. She asked us to rearrange the schedule and I did. Many times we showed up and couldn't get in the yard. Their complaint is a total falsehood. We have bent over backwards to please this customer, over and over and over again. The pool is beautiful and even with their constant construction interference, was completed in a timely manner. The balance on the pool has not been paid. Any 'free maintenance services' and warranty work is not valid while the contract is in default. I personally have tried with the best of my ability to please this customer to no avail.
I answered this a week ago but don't see the response. The customer purchased a pool heater online that he installed himself. A few months later it started to leak. We are a [redacted] Authorized Platinum Service Center. Policy is that the homeowner is responsible for the...
service fee if the problem is not a warranty issue. If it is covered under warranty, there is no charge. The unit was installed incorrectly and that is what caused the damage to the new heater. It was not a warranty issue and could not be covered under warranty; therefore, the customer was responsible for the service charge and diagnosis of the problem. We left several messages with the number we were given. Thank you.
[redacted]
I am rejecting this response because: We did receive our new ladder, our leak was fixed and trash (boxes) was removed. I am in the process of resolving the rest of our issues. My husband and I would like to resolve the last few items, settle up and call it a day.
Regards,
[redacted]
We are really sorry that we were unable to diagnose the problem with your [redacted] pool cleaner but are glad another company was able to assist you. We do not sell [redacted] cleaners because of all of the problems customers have with them. The plumbing of the filter system needed to be...
redone and was done professionally by one of our certified service technicians. The guys cleaned the calcium build up off the cell so it would not have been there when the other company arrived. I went though your purchase history and see that there was never a charge to fix the cleaner (since we couldn't fix it). We do not charge customers to look at cleaners. If you have a copy of a payment that is not listed in your file, please forward it to me and I will refund you the $ 40.00. I also went through your chemical purchases (less than $ 100.00) and most were bags of salt with the exception of the free chemicals Samantha gave to you. We are sorry you will no longer be choosing The Pool Store. We strive really hard to satisfy every customer, we have grown to 3 stores in 9 years because of our excellent staff and customer service.
The refund was issued the day the customer came in (even though we did indeed open the pool). She is a tenant and the pool needed repairs which the landlord wasn't willing to fix. This tenant came in and told us she was suing the landlord, etc. I issued the refund on June...
4th. It was a Thursday. It takes a few days for the cardholder's credit card (debit) to appear on your account (not including the weekend). If the customer shows the statement from her credit card company it will prove the card was credited the day she came in and that all of her statements in this complaint were false. I can easily provide the same as proof that she has made false accusations and should apologize and retract her complaint.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The reason why we felt they we moving to fast is because they told us the yard need to be fixed 19 inches and they were coming before our contractors could complete any work. Yes I was calling excessively, because I was stressed out over the whole situation. We had a death in the family. that was once day we asked them not to come. The second time was when we had contractors in the yard doing the drains on each side of our property to keep water away from the pool. It was not a scheduled day the Pool Store was to come out. Again they come when they want or don't come. As far as the cops coming because of the neighbor that was on a Sat and was because we were raising our fence to meet our property that we had to raised for the pool. The pool store had nothing to do with this and were not even there that day. They only know this because we told them about our neighbors giving us trouble. I truly do not want to go back and forth on the phone or through the better business. I am simply trying to get this resolved. [redacted] called again screaming saying we own money. We do not. We do own 700.00 at the completion of the job in the fall. Our now 7 weeks of pool cleaning and our installation of our pool cover and our finally inspection. She screamed we owe her any apology and she we not do anything till them. We just want to be treated with fair customser service and we want our work done. Also, as I mention previous we would like them to check for the possible leak in the pool. We were told by her worker that there might be a leak in the steps. I would know so I ask to have it check. We were told yesterday by [redacted] that we have a cleaning appointment and they will check for the pool leak tomorrow around 11am. Now I do not know if they are coming based on the phone call from [redacted] this morning. We just want things to get done properly and as scheduled. We are not trying to sue the pool store for anything as [redacted] scream on the phone. We said if the Revdex.com can not help us perhaps a letter from our attorney would. We truly do not want to take it this far. But we will not apologize to suit her girl tantrums that she has on the phone. And yes my husband did say talk to me only because I was getting way to upset and stress out. Again, all we want is the proper customer service and to finish in the fall. I do not want anymore phone call from a screaming owner. If she wants to talk that is fine. Just do what you say when you say your going to. Thankyou.
Regards,
[redacted]
I believe this has been taken care of. We do not remove dirt for above ground pool installations; however, in an effort to complete this job to Ms. [redacted] satisfaction, we are doing so today. She is a really nice person and we value her as a customer.
Business Response to a Complaint Complaint ID#: [redacted] Company Name: The Pool Store Company Contact: Toni Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: The filter needed to be re-plumbed and was completed by one of our professional service technicians. The customer was not charged to fix the cleaner because we could not fix the cleaner. The fact that everything is working now is a combination of the work we did and the work that another company was hired to do. We did no charge for the return visit. We are sorry you feel the way you do about our company. We certainly do our best to provide excellent customer service. Thank you.
This complaint has been resolved
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.
Regards,
[redacted]
We spoke with Mrs. [redacted] about the concrete. The cracks are not structural as Mr. [redacted] pointed out to me that 'you cannot see the cracks'. In order for us to even see where they were he had to put tape along side it. Concrete does get small hairline and...
surface cracks (it's the nature of concrete as outlined in our contract). You cannot see the cracks. If one were determined to be structural we would replace that section. He seemed okay, as did she when we explained it. I'm confused about the complaint. My foreman has been there 3 times and spoke with both of them.
I personally spoke with Mr. [redacted] and he told me that he would put tape marks where the minor cracks were because we would NOT be able to see them. There are no structural issues with the concrete. Unfortunately, concrete cracks (this is outlined in our contract under section L). We use the highest quality materials. They are minor (barely visible) and not structural cracks. I will gladly meet with the homeowner along with Pat (on site) to review and see if we can ease his concerns. Please provide a date and time that works. Thanks.
The first week we started construction, day 4, [redacted] called to tell us to 'stop construction'. It was 'moving too fast'. I told her that I have never had a customer complain because we were moving along nicely but that at her request we would stop construction. A few...
minutes later, her husband called screaming at us and her and we were told to move along with the build of the pool. He told us 'DO NOT TALK TO MY WIFE, DO NOT LISTEN TO ANYTHING SHE SAYS, ONLY TALK TO ME'. A few days later we were told not to come in the yard because her husband '[redacted]' had landscaping to do. 3 days later we showed up and the cops were there because they were feuding with a neighbor. The third week we were told it was moving too slow. Every time we have tried to do our job they have interfered. Every step of the way was a struggle. As the owner, I personally talked to Paula at least once a day and many times she would call the office 15 times a day. She requested I come over several times and I did. She asked us to rearrange the schedule and I did. Many times we showed up and couldn't get in the yard. Their complaint is a total falsehood. We have bent over backwards to please this customer, over and over and over again. The pool is beautiful and even with their constant construction interference, was completed in a timely manner. The balance on the pool has not been paid. Any 'free maintenance services' and warranty work is not valid while the contract is in default. I personally have tried with the best of my ability to please this customer to no avail.
I answered this a week ago but don't see the response. The customer purchased a pool heater online that he installed himself. A few months later it started to leak. We are a [redacted] Authorized Platinum Service Center. Policy is that the homeowner is responsible for the...
service fee if the problem is not a warranty issue. If it is covered under warranty, there is no charge. The unit was installed incorrectly and that is what caused the damage to the new heater. It was not a warranty issue and could not be covered under warranty; therefore, the customer was responsible for the service charge and diagnosis of the problem. We left several messages with the number we were given. Thank you.
Complaint:...
[redacted]
I am rejecting this response because: We did receive our new ladder, our leak was fixed and trash (boxes) was removed. I am in the process of resolving the rest of our issues. My husband and I would like to resolve the last few items, settle up and call it a day.
Regards,
[redacted]
We are really sorry that we were unable to diagnose the problem with your [redacted] pool cleaner but are glad another company was able to assist you. We do not sell [redacted] cleaners because of all of the problems customers have with them. The plumbing of the filter system needed to be...
redone and was done professionally by one of our certified service technicians. The guys cleaned the calcium build up off the cell so it would not have been there when the other company arrived. I went though your purchase history and see that there was never a charge to fix the cleaner (since we couldn't fix it). We do not charge customers to look at cleaners. If you have a copy of a payment that is not listed in your file, please forward it to me and I will refund you the $ 40.00. I also went through your chemical purchases (less than $ 100.00) and most were bags of salt with the exception of the free chemicals Samantha gave to you. We are sorry you will no longer be choosing The Pool Store. We strive really hard to satisfy every customer, we have grown to 3 stores in 9 years because of our excellent staff and customer service.
The refund was issued the day the customer came in (even though we did indeed open the pool). She is a tenant and the pool needed repairs which the landlord wasn't willing to fix. This tenant came in and told us she was suing the landlord, etc. I issued the refund on June...
4th. It was a Thursday. It takes a few days for the cardholder's credit card (debit) to appear on your account (not including the weekend). If the customer shows the statement from her credit card company it will prove the card was credited the day she came in and that all of her statements in this complaint were false. I can easily provide the same as proof that she has made false accusations and should apologize and retract her complaint.
We are calling the customer to schedule a date to meet on site. Thank you.