Troywick & Johnston Legal Advocates

October 9, 2015Dear [redacted]:Thank you for your note dated October 7. We write you today in response to the above complaint.This customer's complaint is frivolous on its face, and contains a number of falsehoods, including:1. The purchase price of these customers' automatic pool cleaner was...

not “$1100.00" as complainant stated, but rather $953, shown by the attached receipt.2. The sales technician in this transaction was not "Brandon"; but rather Mike B, per the attached sales receipt.3. The notion that we would use coarse language toward a customer is ridiculous to the point that it doesn't deserve a response, as we possess far higher professional and customer standards.It would follow that this complainant apparently lacks the integrity to be truthful even in minor things, which bear little or no consequence, and so the validity of the remainder of their complaint must be called into question as well.The facts of this matter, stated factually by us, follow:A. . This complainant purchased an automatic pool cleaner at the beginning of the summer, on May 31, 2015, per the attached receipts.B. After using the cleaner all summer, complainant's husband "[redacted]” or “[redacted]” returned it to us on September 2, citing that “it was not moving”. C. Per our standard warranty and Great Customer Service protocol, we packaged the unit carefully and promptly shipped back to its manufacturer ([redacted]) for troubleshooting and repair.D. On October 2, [redacted] shipped to Superior Pools not the customers' repaired unit, but rather a BRAND NEW unit, thus going far beyond their actual obligation. E. On October 6, we notified this complainant of [redacted]' new replacement as stated above.  a. In that phone conversation, complainant's husband apologized for the crude way he spoke to us in previous phone calls, and expressed further his appreciation to us for this good result we obtained for him. F. On October 9, complainant's husband picked up said brand new cleaner from our Company, per his signature on the attached receipt, thus closing this issue.The fact of this matter is that Superior Pools provided excellent customer service to this complainant and, as with all our customers, effected a customer result that not Only net, but far surpassed, our obligation to them. Thus, we consider this matter satisfied.Thank you for your attention in this matter, and do not hesitate to contact me if can be of further assistance.Sincerely Yours,Michael C.