Here is the reply from the distributor of [redacted] *** We have been on point awaiting the part to replace for you It is not that we are putting you off We are at the mercy of the vendor supplying the distributor with [redacted] to service the customer Especially a cabinet door After we have the door we will come over and put it on Sorry it his taking so long[redacted] Service Manager Texsun Pools and Spas, Inc Phone: 281-320- x Fax: 281-655- email: [redacted] From: [redacted] [ [redacted] ] Sent: Monday, April 20, 10:AM To: [redacted] Subject: [redacted] rear door ***, Just got a hold of [redacted] , and they have told me the part should ship before Friday I will keep an eye out for it and get it on your truck for delivery as soon as it comes in [redacted] Operations Manager SCP-Houston North Millsview Rd Houston, TX (281) 469-
[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 10584878, and find that this resolution would be satisfactory to me Heater door was replaced
*** *** *** ***, *** I have received your correspondence regarding the repair of your pool cleaner the *** *** by *** I appreciate your letting me know what has transpired I have done the research necessary and
can now assess the situation I do apologize for the delay in repairing your robotic pool vacuum I have attached the *** warranty and the Texsun warranty form completed for your cleaner. The *** warranty allows up to days of receipt of defective parts to complete repairs Texsun was delayed in receiving all the needed parts yet was able to get them installed and back to you in days I realize from a service standpoint it should have been even sooner Again, I apologize for the delayAddressing the employee and the phone: The phones in the store are cordless hand held devices They can lose charge and drop calls This was the case per our employee involved Her name is *** and she is the *** store manager We have an in depth training program for management candidates We have weekly manager meetings for continued education in all aspects of customer care We will continue to monitor their progress and revisit areas we deem necessary to improve the overall experience you receive in our stores It has been agreed by both parties to bring in a new power supply for you at no charge. *** did note that with the expiration of the the pool vacuum coming up on *** *** *** that she would give the cleaner a thorough inspection By doing so she was able to replace the motor block, guide roller bearings, tracks (the rubber treads) the impeller and compression sealSee the attachment *** *** All of this she did as warranty for you based upon the inspection of the equipment Recall the reason for bringing in the cleaner was that the power cord had been chewed on by the family pets. Our retail District Manager has authorized a 10% discount toward the replacement of the cordShe has apologized for the actions of the store personnel and for the delay of repairs.The store manager replaced numerous others parts on the cleaner in order for it to run at peak performance at no charge Once the new power supply is received you will have all new parts for the cleaner. The store was delayed in completing the repairs and for that I apologize. The outcome was that the cleaner now has brand new parts You were given a 10% discount for the replacement power cord that the pet chewed on The new power supply will be given to you at no charge as soon as it arrives from *** You may continue to use the other power supply and the store will contact you when the new one arrives. Once the exchange of the power supply is made no further action by Texsun Pools will be made in regard to this transaction We invite you to bring your pool water samples in for free analysis and pick up some of our great toys and floats for the upcoming summer monthsSincerely, *** *** Director of Operations Texsun Swimming Pools and Spas, Inc
The part has arrived from the vendor on 5/04/ Texsun service is installing the panel tomorrow 5/05/ This will replace the panel with the dent Sorry the vendor took so long to provide a replacement panel for your pool heater Please contact me if there is anything I can do for your future pool care needs *** *** Texsun Pools Director of Operations 378-
Sent: Tuesday, September 08, 2015 10:14 AM Subject: ID [redacted] Complaint ID [redacted]; [redacted] We agreed to and have re-plastered [redacted] pool. I had not responded due to the scheduling of the sub-contractor. The patch work was not sufficient so the decision was made to go forward with the re-plaster. This has now been completed. Please update my report to reflect such. Tom W[redacted] Director of Operations Texsun Swimming Pools and Spas, Inc. [redacted]
Texsun and the customer has mutually agreed to schedule work to be done on the pool the week of 8/24---8/29/2015. The end result is to have the pool back up and running with the plaster looking great. I have discussed the work to be done with the remodel manager [redacted] and the time frame....
I will update this [redacted] once to work is complete.Thank You,Tom W[redacted]Texsun Swimming Pools and Spas, Inc.Director of Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
Sent: Friday, August 28, 2015 1:28 PM To: drteam Subject: Re: [redacted] We have requested our pool to be replastered, Texan pool has refused to replaster without trying their "fix" first; therefore, my default we have "agreed". The fix thus far has not worked, our pool remains empty with no water in jeopardy of popping out of the ground. [redacted] was supposed to be on [redacted] yesterday when the fix was applied and was a no show. The job supervisor [redacted] showed up for about 10 minutes and left. He returned today; however, did not contact me as I was not home. I called him directly for status and he said he had to call [redacted] because he was not sure what the results were supposed to look like. I requested for him to have [redacted] call me and meet at my house for in person discussion and at this moment have not had a response. The "fix" of the plaster has not covered the holes and the plaster is pitted all over pool and spa due to acid wash and sanding. Not acceptable
Regards,
[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 10584878, and find that this resolution would be satisfactory to me.
Heater door was replaced.
Here is the reply from the distributor of [redacted]. We have been on point awaiting the part to replace for you. It is not that we are putting you off. We are at the mercy of the vendor supplying the distributor with [redacted] to service the customer. Especially a cabinet...
door. After we have the door we will come over and put it on. Sorry it his taking so long.[redacted]
Service Manager
Texsun Pools and Spas, Inc.
Phone: 281-320-8242 x129
Fax: 281-655-0889
email: [redacted]
From: [redacted] [[redacted]]
Sent: Monday, April 20, 2015 10:31 AM
To: [redacted]
Subject: [redacted] rear door.
[redacted],
Just got a hold of [redacted], and they have told me the part
should ship before Friday.
I will keep an eye out for it and get it on your truck for
delivery as soon as it comes in.
Here is the reply from the distributor of [redacted] *** We have been on point awaiting the part to replace for you It is not that we are putting you off We are at the mercy of the vendor supplying the distributor with [redacted] to service the customer Especially a cabinet door After we have the door we will come over and put it on Sorry it his taking so long[redacted] Service Manager Texsun Pools and Spas, Inc Phone: 281-320- x Fax: 281-655- email: [redacted] From: [redacted] [ [redacted] ] Sent: Monday, April 20, 10:AM To: [redacted] Subject: [redacted] rear door ***, Just got a hold of [redacted] , and they have told me the part should ship before Friday I will keep an eye out for it and get it on your truck for delivery as soon as it comes in [redacted] Operations Manager SCP-Houston North Millsview Rd Houston, TX (281) 469-
[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 10584878, and find that this resolution would be satisfactory to me Heater door was replaced
*** *** *** ***, *** I have received your correspondence regarding the repair of your pool cleaner the *** *** by *** I appreciate your letting me know what has transpired I have done the research necessary and
can now assess the situation I do apologize for the delay in repairing your robotic pool vacuum I have attached the *** warranty and the Texsun warranty form completed for your cleaner. The *** warranty allows up to days of receipt of defective parts to complete repairs Texsun was delayed in receiving all the needed parts yet was able to get them installed and back to you in days I realize from a service standpoint it should have been even sooner Again, I apologize for the delayAddressing the employee and the phone: The phones in the store are cordless hand held devices They can lose charge and drop calls This was the case per our employee involved Her name is *** and she is the *** store manager We have an in depth training program for management candidates We have weekly manager meetings for continued education in all aspects of customer care We will continue to monitor their progress and revisit areas we deem necessary to improve the overall experience you receive in our stores It has been agreed by both parties to bring in a new power supply for you at no charge. *** did note that with the expiration of the the pool vacuum coming up on *** *** *** that she would give the cleaner a thorough inspection By doing so she was able to replace the motor block, guide roller bearings, tracks (the rubber treads) the impeller and compression sealSee the attachment *** *** All of this she did as warranty for you based upon the inspection of the equipment Recall the reason for bringing in the cleaner was that the power cord had been chewed on by the family pets. Our retail District Manager has authorized a 10% discount toward the replacement of the cordShe has apologized for the actions of the store personnel and for the delay of repairs.The store manager replaced numerous others parts on the cleaner in order for it to run at peak performance at no charge Once the new power supply is received you will have all new parts for the cleaner. The store was delayed in completing the repairs and for that I apologize. The outcome was that the cleaner now has brand new parts You were given a 10% discount for the replacement power cord that the pet chewed on The new power supply will be given to you at no charge as soon as it arrives from *** You may continue to use the other power supply and the store will contact you when the new one arrives. Once the exchange of the power supply is made no further action by Texsun Pools will be made in regard to this transaction We invite you to bring your pool water samples in for free analysis and pick up some of our great toys and floats for the upcoming summer monthsSincerely, *** *** Director of Operations Texsun Swimming Pools and Spas, Inc
The part has arrived from the vendor on 5/04/ Texsun service is installing the panel tomorrow 5/05/ This will replace the panel with the dent Sorry the vendor took so long to provide a replacement panel for your pool heater Please contact me if there is anything I can do for your future pool care needs *** *** Texsun Pools Director of Operations 378-
Sent: Tuesday, September 08, 2015 10:14 AM Subject: ID [redacted] Complaint ID [redacted]; [redacted] We agreed to and have re-plastered [redacted] pool. I had not responded due to the scheduling of the sub-contractor. The patch work was not sufficient so the decision was made to go forward with the re-plaster. This has now been completed. Please update my report to reflect such. Tom W[redacted] Director of Operations Texsun Swimming Pools and Spas, Inc. [redacted]
Texsun and the customer has mutually agreed to schedule work to be done on the pool the week of 8/24---8/29/2015. The end result is to have the pool back up and running with the plaster looking great. I have discussed the work to be done with the remodel manager [redacted] and the time frame....
I will update this [redacted] once to work is complete.Thank You,Tom W[redacted]Texsun Swimming Pools and Spas, Inc.Director of Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
Sent: Friday, August 28, 2015 1:28 PM To: drteam Subject: Re: [redacted] We have requested our pool to be replastered, Texan pool has refused to replaster without trying their "fix" first; therefore, my default we have "agreed". The fix thus far has not worked, our pool remains empty with no water in jeopardy of popping out of the ground. [redacted] was supposed to be on [redacted] yesterday when the fix was applied and was a no show. The job supervisor [redacted] showed up for about 10 minutes and left. He returned today; however, did not contact me as I was not home. I called him directly for status and he said he had to call [redacted] because he was not sure what the results were supposed to look like. I requested for him to have [redacted] call me and meet at my house for in person discussion and at this moment have not had a response. The "fix" of the plaster has not covered the holes and the plaster is pitted all over pool and spa due to acid wash and sanding. Not acceptable
Regards,
[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 10584878, and find that this resolution would be satisfactory to me.
Heater door was replaced.
Here is the reply from the distributor of [redacted]. We have been on point awaiting the part to replace for you. It is not that we are putting you off. We are at the mercy of the vendor supplying the distributor with [redacted] to service the customer. Especially a cabinet...
door. After we have the door we will come over and put it on. Sorry it his taking so long.[redacted]
Service Manager
Texsun Pools and Spas, Inc.
Phone: 281-320-8242 x129
Fax: 281-655-0889
email: [redacted]
From: [redacted] [[redacted]]
Sent: Monday, April 20, 2015 10:31 AM
To: [redacted]
Subject: [redacted] rear door.
[redacted],
Just got a hold of [redacted], and they have told me the part
should ship before Friday.
I will keep an eye out for it and get it on your truck for
delivery as soon as it comes in.
[redacted]
Operations Manager
SCP-Houston North 09
9307 Millsview Rd
Houston, TX 77070
(281) 469-9696