Valley Pool and Spa

HelWed, 9/we received a Revdex.com complaint in the mail dated 9/17, with the submission dated 9/(ID# [redacted] ) The letter states the complaint was emailed, but I am unsure who it was emailed to The name you have listed for my company is not a name that has ever been associated with it ( [redacted] ) Please let me know what information you need to get this updated.As for the complaint submitted by Ms*** I will now explain the situation Their spa was purchased on 8/from our Washington location The customer decided to purchase a spa that was not instock, but was arriving on a future shipment that was scheduled to arrive the week of 9/ This is were the customer got that date, and I feel was a complete misunderstanding on what that date represented Once a sold spa arrives on a shipment, the customers are then called within a couple days to get on the delivery schedule Our current delivery schedule is 2-weeks out as it has been most of the last months There are notes in the system that the customer called my delivery supervisor on 9/to be scheduled asap and was scheduled the soonest date possible based on their location, which was 9/ Our goal is to deliver spas as soon and as safely as possible as we want all of our customers to enjoy their spas The customer is still on the schedule for their agreed upon date of 9/22, and will be receiving their product as planned.Please let me know if any further information is needed I will reach out to my store manager at that location to contact the customer to ensure everything was rectified, but based on notes in our system, everything was until we just now received this Revdex.com claim We will honor a $gift card as a good will gesture to apologize for any miscommunication that may have happened on our part.Thank you,Eric C [redacted] Valley Pool & Spa, Vice President###-###-#### cell###-###-#### store/office [redacted]

Hello [redacted]-I am replying to your letter regarding complaint ID [redacted] by [redacted] at [redacted]After review of the water tests (Attached), I have concluded that my staff performed the correct treatment process for the condition of this customer's water,...

and there was no "fraudulent" advice given, as in the customers wording.We here at Valley conduct over 100 hours of certified pool water care testing annually, and currently hold all certification provided by our chemical manufactures for precise water treatment processes.  In addition, our company owner also provides chemical care education throughout the country to other pool dealers for severe and unique water chemistry issues.  Between our 5 store locations, we conduct over 30,000 pool water tests annually so we have a broad history of understanding water care and chemistry.Based on real facts, what this customer occurred was most definitely a Chlorine Demand (or chlorine lock - I attached the process sheet), because her last test in 2015 showed a 120 stabilizer (Cynuric Acid) level, and her first test for 2016 showed a 0 level, which is a sign of stabilizer "masking", meaning that it exists, but is undetectable.  Stabilizer (cynuric acid) does not leave the water unless the water itself leaves the pool through 100% draining.  So, this is a textbook case of a sign of a Chlorine Demand.  My staff then proceeded to follow the correct procedures and products to right the demand, which is a course of shocking treatments which will "unmask" the stabilizer reading and allow the water to hold a stable chlorine reading.  We have detailed notes in our system noting that this customer "stopped treatment" prematurely because she ran out of the BurnOut 73 shock.  Thus, at this point, the process had to start over again.  If you do not follow the "5-minute" shock and test rule on the handout (attached), the process will fail, and this is always reviewed heavily when chlorine demands arise.  The fact that the customer indicated success after visiting another dealer does not rule out that the problem is fixed long term.  If the stabilizer level is now too high, this can cause a more severe issue down the road for the customer.  Our processes are tested, tried, and true.  We recommend the most direct path to solving water issues because we want our customers to experience the shortest possible down-time when an issue arises so they can get back to utilizing their pool, in a SAFE water environment.All that said, I felt the need to defend our side of the story.  I recognize that Ms. [redacted] is a long time customer, and I will work with her on her concerns.  According to her purchase history, she purchased an overall 14 5# bottles of the BurnOut 73 at $21.99 each.  We also provided a free bottle of filter cleaner at a $12.99 value to help offset her costs.  So, her overall expense before tax on the product purchased specifically for this problem totaled $294.87 after taking off the value of the free filter cleaner.  I am unsure where Ms. [redacted] is stating a total value of $406.82.  I would be willing to compensate Ms. [redacted] in the form of a $150 instore credit as a good faith gesture to offset 50% of what she spent, to try to earn her business back.  I feel this whole situation is the result of possibly not understanding the process in detail enough, but it definitely isn't the result of wrong advice.Please confirm receipt off all of this information, and please let me know if anymore information is needed.Thank you,Eric C[redacted]Valley Pool & Spa, Vice President###-###-#### cell###-###-#### store/office[redacted]
Like Valley Pool & Spa on facebook at www.facebook.com/valleypoolspaOr check us out online at www.ValleyPoolSpa.comNORTH VERSAILLES – MONROEVILLE – GREENSBURG – CHARLEROI - WASHINGTON“Teaching Pittsburgh area families proper Pool & Spa care since 1967!”Notice: This communication, including attachments, may contain information that is confidential. It constitutes non-public information intended to be conveyed only to the designated recipient(s). If the reader or recipient of this communication is not the intended recipient please notify the sender immediately by return e-mail and promptly delete this e-mail, including attachments without reading or saving them in any manner. The unauthorized use, dissemination, distribution, or reproduction of this e-mail, including attachments, is prohibited and unlawful.2 Attachments

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]

Hello-On Wed, 9/20 we received a Revdex.com complaint in the mail dated 9/17, with the submission dated 9/6 (ID# [redacted]).  The letter states the complaint was emailed, but I am unsure who it was emailed to.  The name you have listed for my company is not a name that has ever been associated...

with it ([redacted]).  Please let me know what information you need to get this updated.As for the complaint submitted by Ms. [redacted] I will now explain the situation.  Their spa was purchased on 8/12 from our Washington location.  The customer decided to purchase a spa that was not instock, but was arriving on a future shipment that was scheduled to arrive the week of 9/3.  This is were the customer got that date, and I feel was a complete misunderstanding on what that date represented.  Once a sold spa arrives on a shipment, the customers are then called within a couple days to get on the delivery schedule.  Our current delivery schedule is 2-3 weeks out as it has been most of the last 3 months.  There are notes in the system that the customer called my delivery supervisor on 9/5 to be scheduled asap and was scheduled the soonest date possible based on their location, which was 9/22.  Our goal is to deliver spas as soon and as safely as possible as we want all of our customers to enjoy their spas.  The customer is still on the schedule for their agreed upon date of 9/22, and will be receiving their product as planned.Please let me know if any further information is needed.  I will reach out to my store manager at that location to contact the customer to ensure everything was rectified, but based on notes in our system, everything was until we just now received this Revdex.com claim.  We will honor a $100 gift card as a good will gesture to apologize for any miscommunication that may have happened on our part.Thank you,Eric C[redacted]Valley Pool & Spa, Vice President###-###-#### cell###-###-#### store/office[redacted]

Hello,This response is for the complaint entered by [redacted] [redacted], ID # [redacted]Prior to receiving this Revdex.com claim, the customer was already scheduled for warranty repair of his spa, at no expense to him.  [redacted] approved the claim, even though the spa is...

outside of the warranty period.  It will be fixed per [redacted]'s instructions and claim on 12/18, which is the date the customer scheduled his appointment with us.Please note to update all mailing addresses for all of our store locations to [redacted] to avoid future mailing delays as our plaza stores get inconsistent mail deliveries by the USPS.Please let me know if any further action or info is need from me at this time.Thank you,Eric C[redacted]Valley Pool & Spa, Vice President###-###-#### cell###-###-#### store/office[redacted]