The Big Splash, Inc.

[redacted] claims that he was looking to return the vac head because the head split and the screw fell off is a total lie. He first saw Melissa and told him he was looking to return his vac head because the suction was to good and it would actually stick to the liner. she told [redacted] that we only...

except returns with the receipt within 30 days (I have 3 signs hanging up in the store stating the store policy that I showed [redacted] and his wife when they gave Melissa a hard time. I explained a trick to them to lessen the suction, but all they were interested in was getting there money back for a vacuum that they bought almost 2 1/2 months ago and used all summer. Then they tell me me that they spoke to Hayward who is the manufacturer and was told by them to bring it back to the dealer for a full refund because it has a lifetime warranty. They dont. I called Hayward and spoke to Jared in tech support. He told me they would never tell a custome r to go back to the store. They would send him the pieces he needs, and that they have a 1 year warranty from Hayward not the dealer. I also told [redacted] that if the screw loosened and fell off I have Screws and handles in stock and offered him one which is another thing he lied about. Again all he wanted was his money back. So the item is not defective and he is not entitle to a refund from THE BIG SPLASH. If [redacted] calls Hayward tech support @ ###-###-#### they will send him the spx1067qa quick snap handle assy that I offered to give the customer on 8/**/16 in the store.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 The item in question was well within the warranty period of one year that BIG SPLASH acknowledges. BIG SPLASH did not provide any guidance as to how to proceed with the warranty. They offered me a replacement part that cost about $16. They did not offer to fix the problem in any way whatsoever.I have spoken to Hayward directly, without any help. They have sent me a replacement item. I now own a brand new replacement part as well as the broken one bought from BIG SPLASH! The point is that the item is poorly designed and not acceptable by me and I would still prefer to have my money back. Thank you for your help (Revdex.com)
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I have been trying to contact both owner and bookkeeper to discuss their negligence in my pool opening. I have been a customer with this pool company for years and despite their incompetence I have paid all my bills. Last year I had enough. The step jets on my stairs leak and every year I have them write on pool opening work order to close jets which was done. They did some prior work before opening which was paid in full. When they came for opening they closed off step jets and started with chemicals. When the next crew came they took out step jets covers which caused me to lose water. Well this is where my problem comes in. Being the water was lost due to their negligence they came back and added and invoiced me for more chemicals. Well if they never uncovered the step jets they wouldn't of had to add another round of chemicals and salt. I should not be responsible to pay this and was subsequently put into collection. I tried at least 10x to call and discuss this issue with BIG SPLASH owner [redacted] with no response.Desired Settlement: A return call from OWNER [redacted].

Business

Response:

Good Evening. The attached file contains paperwork in response to the complaint as well as an email.

I'm currently responding as Office Manager with what knowledge I have of the situation at hand. The customer has been in collections for even longer then I have been working. From my understanding a former employee handling the billing who trained me put the customer in collections for refusing to pay the rest of the balance. From then on after the customer is put in collect ions it's out of The Big Splash's hands at that point. We pay are collection company to handle the matter from then on. The customer is refusing to pay from my understanding because they feel we didn't properly keep the step jets closed like requested. From what I can see on the paperwork it specifically is typed and states, as well as a message taken instructing step jets to be plugged and closed. The paperwork states much differently from what the customer states and all I can do is go from what we have on record as an accurate source.

All the Big Splash is asking is to settle the rest of the balance and We explained it needs to be settled with collections from this point on, as discussed with the customer in complaint with us. I f anything else is needed in response to complaint other then the written statement and paperwork we will be happy to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Paperwork attached doesnt address problem of Big Splash incompetence.

I have paid 510.34 in full. Check mailed out today. Have no time for this companys lack of response and incompetence.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Afternoon,

This email is in regards to a letter received from B.B.B in response to [redacted]. I originally responded by fax as best as I could. I am acknowledging the customers concerns because I responded originally and am proceeding to again. I explained my knowledge of the situation this occurred before I was currently employed. All I can go off is paperwork. From my understanding the customer was refusing to pay the amount because Step Jets were left open. As shown in paperwork sent in, It all states to Keep them Closed, Repeatedly printed on every work ticket as soon as customer voiced there concerns. The customer wanted an adjusted bill but company policy we bill work accordingly as stated in contracts they signed. Our company sent the customer to collections because based off of paperwork all the work on are end was completed and needed full payment. The issue has been resolved. The customer dealt with the collections agency and paid in full. We proceeded to settle the case paid in full and sent the customer a Thank You letter as well.

Sincerely,

[redacted]/The Big Splash