Ultrabuilt Play Systems, Inc.

Initial Business Response /* (1000, 5, 2015/07/28) */
We want to thank the Revdex.com for giving us the opportunity to respond to this customer's complaint. It's unfortunate that the customer is not satisfied with their purchase of our play system. UltraBuilt Play Systems Inc....

manufactures quality playsets with a lifetime warranty on the lumber against rot and decay. We have included a copy of our warranty. As you read our warranty you will see that we do not warranty the installation of the play set, we also specify that "any service work that must be performed on site does not qualify under the warranty specifications." You will also find in our warranty that "UltraBuilt Play Systems Inc. does not warranty any defects or damages that are a result of improper installation." Furthermore our swingsets warrantied for installations on "unlevel or inadequate soil bearing." Most of our swing sets are installed by the home owner and do not require a paid installer however the assembly directions that we provide with our play sets must followed completely in order to keep from having any issues.
Even though we are not responsible for the problems she is having, we still went out of our way to try and resolve the customer's complaints.
We took the following steps to try and rectify the situations
We immediately contacted the company that sold and installed the play set and forwarded her email and pictures. Their response to us after viewing the pictures was that someone other than them had unassembled, moved and reassembled the play set. Although we do not know for fact if this is true, we have seen pictures of his installations and play pads and they do not resemble the play pad in her photos. This issue is with her and the company she purchased from and the installer, not the manufacture of the product.
We did send her a stake at no cost and we paid the shipping for this item going above and beyond attached warranty.
We do not sell a maintenance free swing set and no where do we claim to provide a maintenance free product. The consumer must take preventative maintenance to insure quality standards are achieved.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very disappointed in the response of Ultrabuilt to the problem of my unusable, unsafe, tilting swing set. As a single mother of three small children, I have neither the time, knowledge, strength , or ability to assemble and re-assemble a several hundred pound swing set, as was suggested by the manufacturer. While their warranty may not guarantee improper installation, their product requires professional installation given the weight and complexity. I have followed their guidance on maintenance of the swingset and after 1.5 years now have an unusual and more importantly unsafe product that is intended for children.

I feel that the public should know that a "guarentee" of ultrabuilt product, does NOT mean a functionally solid, safe, swing set. And that they do NOT guarantee or stand by heir installers. The public should have the information that ultrabuilt refers to one installer in the east coast and then walks away after their sale. It would help the consumer make a truly informed decision before buying . ultrabuilt knew that the swingset was installed improperly as they received pictures documenting at least 1 flaw (one of 4 critical stakes was never installed). I even tried to get the original installer back to my house at my own cost but he was unwilling to come and Ultrabuilt was non-responsive. After 1.5 years, I am now sitting on an unusable and unsafe swing set that cost $2,000.

Revdex.com - I feel this company has been fraudulently advertising and overstating their "guarantee" to the general public. Can you please give me any help in resolving this?
I am happy to send images and videos if needed
Thank you so much,
Final Business Response /* (4000, 13, 2015/08/27) */
Customer provide no new information on complaint, it is apparent at this point that there is no resolve. UltraBuilt went above and beyond our warranty to try and rectify the situation.