Thrifty Nickel

Unfortunately, Mrs [redacted] displeasure with the shades of the [redacted] is not Del Val pools fault The [redacted] was ordered, delivered and assembled New shades were ordered and they sent the wrong ones New shades were re-ordered and we are waiting for them to arrive Once they are in stock we will deliver and install the new shades Mrs [redacted] issue is with [redacted] not Del Val Pools

Complaint: [redacted] I am rejecting this response because: This is not the truth he never told me it was not up to code when he came out to diagnose the problem he just said half of the circuit board was not working and to replace it and the top side control panel which he has just recently replacedI don't even believe anything was wrong with it he then came out with the wrong parts which don't go to this hot tub it was only then when all of sudden it was not up to code he wanted me to hire an electrician to run lines to fit his parts he was angry because I refused to pay for parts that don't fit my hot tube he cute all the wires and even sawed off part of the top side control panel because his parts wouldn't fit now what am I supposed to do it's sawed, wires are all cut and I have photos of what he has done I had a few people look at hot tub and can not believe what he did not one person said it was out of code or dangerous now it's going to cost me at least hours labor @ $an hour to rebuild plus parts when all he had to do is unplug and order the correct parts Regards, [redacted]

Please remove this Revdex.com complaint as it is retalitory from the customer because she was told she would need an electrician to bring her hot tub to building code In the summer, [redacted] went out to replace a circuit board and topside control on the customer's hot tub that were burnt out After prepping the hottub [redacted] informed the customer that the wires used to hook the hot tub were no longer in code and an electrician would be needed to make the wires up to code and more importantly safe to use! The customer responded that they were unwilling to spend any more money to which then [redacted] removed the parts he was prepping back out of the tub and left the customer's property [redacted] never collected any money for the parts used or the time prepping the hot tub That was last time [redacted] heard from the customers until this Revdex.com complaint [redacted] is a spa technician not a licensed electrician The customer needs an electrician to fix the electric before any work can be done by any licensed business as it is dangerous We can recommend an electrician if the customer does not know of any If you or the customer have any more questions please contact DVP thank-you

Complaint: ***
I am rejecting this response because: It's been over three weeks and still no replacement shadesDel Val Pool came out to replace but had wrong shades in boxThey took the defective ones and left me with out anyI don't ever get a call just to let me know that they would be in soon or anythingI am very uncomfortable with the product because I have no supportive customer service to turn toWhen I try to deal directly with the manufacture they tell me that I have to deal with the company that sold it to meDel Val Pool is very hard to get in contact withI can never get in touch with them or a call backI always feel ignoredThe *** was over $6,and no kind of supportIf something goes wrong with it other than the shades, where do I goI have missed an entire summer not enjoying the *** because of Del Pool as well as *** ***It was so much miss communication between the two companies but I suffered for itThis should have been an upgrade but its been an nightmareI am to the point that its not worth all this aggravation. I want them to come remove the *** and return it for a full refundThis has been months of HELL
Regards,
*** ***

Unfortunatley, the fact is that your husband and *** changed the original sales contract and your husband initialed it *** was only trying to provide you and your family the excellent service we like to provide to our customers In the future, if you do not want to deal with ***, you can speak with *** He is the other manager in Turnersville That said, both are my sons as we are a family owned, family operated business Thank you for your purchase and I hope you are able to move past this misunderstanding and know that we appreciate your business and look forward to taking care of your family's pool needs for years to come sincerely *** ***

Complaint: ***I am rejecting this response because:I find the response unsatisfactory. My husband did not agree to "split" the cost of a new model. We authorized charges for a specific amount as per our sales reciept. It is not our fault that the pool we ordered was incomplete. We were told a pool of better quality was being substituted due to the problem but did not agree to pay additional money. If he did agree as you say, why was the transaction not formalized with a new sales receipt? Instead my credit account was charged with no authorization or signature and I did not find out until the statement was received. I have called multiple times and we have spoken to *** who refused to address our concerns. The letters we sent were not answered and I called multiple times to speak to someone higher up than *** and never received a return phone call. Why would I continue to call if I am getting no response?Regarding the cover, it was part of our package. We picked it up because we had paid for it. My husband did not see *** when he picked it up. We had been there multiple times to complain prior to that and are always referred to *** who we no longer wish to deal with. In summary, my claim is that you charged my finance account (that I opened specifically for the pool) an additional $plus dollars without our authorizationAlso, that your complaint management process is flawed and simply ignoring someone is not appropriate customer service. There needs to be a heirarchy in place to ensure if a Salesperson does something that needs to be reviewed a customer can reach someone else in authority. Regards,*** ***

After speaking with ***, who was the sales person that sold The *** their new above ground pool, I'm not sure what Mrs***'s claims are? When *** called and spoke with Mr *** about parts missing from the pool they purchased, *** offered the *** an upgrade from the
pool they purchased to the Sentinelle Above Ground Pool *** explained to Mr *** that the pool difference was dollars, but as a courtesy, Del Val Pools would split the difference so the ***'s above ground pool installation would not be delayed Mr *** agreed and came into Del Val Pools to initial the changes made to the original contract The *** are welcome to stop by the store and we will provide them with a copy of the updated Above Ground Contract with Mr ***'s initials approving the changes Additionally, *** did try to reach out to the *** months ago but neither mr nor mrs *** responded to his phone attempts Finally, only a couple months ago, when Mr *** came into the store to pick up their winter cover, which was included in the sale, mr *** made no mention of this or any other issue to *** Therefore, *** thought the misunderstanding/miscommunication had been remedied In short, Mr *** agreed to split the difference for a much nicer above ground pool than they originally purchased The Palm is a year limited warranty pool with a standard galvanized track system, whereas the Sentinelle comes with a year limited warranty and synflex resin track system Unfortunately, Del Val Pools does not have or keep Aqualeader warranty information but this can be easily obtained by visiting Aqualeader.com Del Val Pools takes great pride in providing upfront and excellent products, sales and service to its customers and would never change a customer's order without their approval I hope the *** appreciate and understand what Del Val Pools did for them thank you *** ***

Complaint: [redacted]
I am rejecting this response because: [redacted] tells me that I have to deal with Del Val Pool because they sold me the product. When I reached out to [redacted] about my shades they said that they had to get an email from Del Val Pool. I told them that they should have some kind of communication because Del Val Pool was informed about the defective shades and I just wanted to see how long it would take for me to get replacements because I was having an event and didn't want to be embarrassed. They told me that they had no contact with Del Val Pool about my shades. That was a few weeks after I told Del Val Pool. I begged them to please contact Del Val Pool and they will tell them that I had an issue. The bottom line is that I don't feel comfortable with customer service from Del Val Pool or [redacted]. They got my money and that's all that mattered. [redacted]
Regards,
[redacted]

The correct parts were ordered and installed.  The only thing that the customer had to do was hire an electrician to run the additional fourth wire.  The new parts that [redacted] had installed,require by code, a four wire hook up and the not the old three wire.  Again, [redacted] is not an electrician and cannot improperly install electric simply because the customer doesn't want to pay additional money for an electrician.  The electric originally was not installed by a licensed electrician and she needs to address this before any work can proceed.  Quite simply it is not safe and not up to code.  We recommend that the customer contact her local electrical inspector to verify if her electric to the hot tub is safe and up to code.  thank-you

Unfortunately, Mrs [redacted] displeasure with the shades of the [redacted] is not Del Val pools fault.  The [redacted] was ordered, delivered and assembled.  New shades were ordered and they sent the wrong ones.  New shades were re-ordered and we are waiting for them to arrive.  Once they are in stock we will deliver and install the new shades.   Mrs [redacted] issue is with [redacted] not Del Val Pools.

Complaint: [redacted]
I am rejecting this response because:
This is not the truth he never told me it was not up to code when he came out to diagnose the problem he just said half of the circuit board was not working and to replace it and the top side control panel which he has just recently replaced. I don't even believe anything was wrong with it he then came out with the wrong parts which don't go to this hot tub it was only then when all of sudden it was not up to code he wanted me to hire an electrician to run lines to fit his parts he was angry because I refused to pay for parts that don't fit my hot tube he cute all the wires and even sawed off part of the top side control panel because his parts wouldn't fit now what am I supposed to do it's sawed, wires are all cut and I have photos of what he has done I had a few people look at hot tub and can not believe what he did not one person said it was out of code or dangerous now it's going to cost me at least 3 hours labor @ $99 an hour to rebuild plus parts when all he had to do is unplug and order the correct parts 
Regards,
[redacted]

Please remove this Revdex.com complaint as it is retalitory from the customer because she was told she would need an electrician to bring her hot tub to building code.  In the summer, [redacted] went out to replace a circuit board and topside control on the customer's hot tub that were burnt out....

 After prepping the hottub [redacted] informed the customer that the wires used to hook the hot tub were no longer in code and an electrician would be needed to make the wires up to code and more importantly safe to use!  The customer responded that they were unwilling to spend any more money to which then [redacted] removed the parts  he was prepping back out of the tub and left the customer's property.   [redacted] never collected any money for the parts used or the time prepping the hot tub.  That was last time [redacted] heard from the customers until this Revdex.com complaint.  [redacted] is a spa technician not a licensed electrician.  The customer needs an electrician to fix the electric before any work can be done by any licensed business as it is dangerous.  We can recommend an electrician if the customer does not know of any.  If you or the customer have any more questions please contact DVP.  thank-you

[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]

We have been in contact with Mrs. [redacted] and the complaint is being resolved. We have ordered new shades for Mrs. [redacted] and are waiting for them to arrive from [redacted]. This is the second time we have ordered the shades as the first replacement set we ordered came in incorrect from [redacted]. Mrs....

[redacted] is aware that the shades are on order again and they will be installed when they arrive. We thought that the original complaint had been responded to.