West Side Home Repair Service, LLC

[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 meThe tub was finally repaired on August 12th 2015, so we basically have two weeks to use it before the kids head back to schoolPer the warranty information, it indicates it is "Very important that your initial contact be with the Dealership"I made this initial contact on May 27th In my opinion this is way, way too long to be waiting for spa repairI thank Revdex.com for the help in this matter, because without them, I feel the tub would still not be repaired Regards, [redacted] ***

No issue with leaving open until spa repaired

Let us start overMr *** purchased his spa from Allied Pools in When he contacted Allied Pools for service on his spa, Allied pools sent him to Viking Spas authorized service tech in the area which is Alliant Pool & Spa (***)At this point Allied Pools is out of the equationAlliant is an independent third partyAllied Pools has nothing to do with themMr *** complaint is with Alliant and not AlliedI contacted Alliant and *** stated Mr ***'s pump was replaced on 8/5/New pump was not sounding right and another new pump has been orderedDavid *** Allied Pools

Mr *** has been contacted and a service appointment has been set upHopefully his tub will be up and running shortlyWe have hired an additional service tech and all service issues should be addressed in a more timely fashion in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547255, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In recent communication with Allied Pools, the store manager, Jeremy T***, made many inaccurate statementsHe stated that he told me that extending a gas line would cost between $800-$1200, but could be higherThis is a untrue During the sale, he NEVER mentioned costsHe told us that extending a gas line was simple and pressured me to buy the heater because 90% of his people that don't buy a heater return and buy one within a year In talking with different pool owners, none of them have heaters On 7/7/He also left me a voicemail stating that contacting the Revdex.com was not the best way to get help Later that day, via email, when we didn't agree on what information he had provided at the time of the sale and he stated: I also do not appreciate you attempting to accuse me of misrepresentation and twist the truth in your favor to justify your own failure to do your due diligence before making a major purchasing decision. He is correct, I didn't do my due diligence, but I really didn't have time as he pressured me to sign the day I walked in or I would lose the promotion Previously, he pressured me to finalize the financing when I hadn't even received the permit Oak Creek takes about two weeks and I understandably was unwilling to commit to the entire purchase until I had the permit He became frustrated at that point, as well.Ultimately, we are dealing with a commission driven employee who withheld information to get a sale Maybe I should have turned the forms over to read that all sales were finalBut, he never informed me of the hidden print, nor did he ever verbally convey that all sales were final The heater is untouched an in my garage in the original packaging They could absolutely return the heater In fact, when I mentioned to Jeremy PRIOR to contacting the Revdex.com that I didn't need the heater, he said he would talk to his manager about returning itAFTER, I contacted the Revdex.com he stands firm that he refuses to accept the return This is an act of retaliation on his part
Regards,
Miquela S***

The Viking Royal ETS that Mr*** purchased in August of has a two year, 100% warranty. The Viking warranty is then pro-rated from the third through sixth year. Mr*** did call Allied Pools looking for service on his spa. Allied Pools gave Mr*** the local Viking
technician's phone number. The local Viking technician is *** ***. *** is not an employee of Allied Pools. He is the designated local Viking technician, chosen by Viking. *** states he did go to Mr***'s house to inspect his spa and determined a pump/motor assembly was damaged. *** also stated the pump/motor assembly was damaged by a leaky seal, which is not covered under Viking's warranty. *** informed Mr*** that the pump/motor assembly would cost $600.00, and that he would need to have it paid for before he could order it. *** said he had called Mr*** to obtain his credit card information, so that the pump/motor assembly could be ordered. *** states that he has not heard back from Mr*** about the payment. Allied Pools will continue it's efforts to facilitate Mr***'s spa repair, as we would like for him to be able to use it as soon as possible

Revdex.com:
I have reviewed the response made
by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
It was claimed by Allied Pools that their technician Jeremy called and left messages for me with no response from meI have no voicemails or messages and no call history on my phone showing any call attempts from the technician. Today, Sept.27,I received the e-mail response letter from Revdex.com On Sept.27, at 4:PM I called Jeremy the tech at the phone number provided to me in your e-mail and successfully contacted himA appointment was made at that time for him to come to my home on Wednesday October 4,to attempt to repair thefaulty hot tubI do wish though for the complaint to remain open until such time that I know the hot tub has been repaired properly as promisedThank You I wish for the complaint to remain open though until such time that I know the hot tub has been correctly serviced/repaired

[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. The tub was finally repaired on August 12th 2015, so we basically have two weeks to use it before the kids head back to school. Per the warranty information, it indicates it is "Very important that your initial contact be with the Dealership". I made this initial contact on May 27th 2015. In my opinion this is way, way too long to be waiting for spa repair. I thank Revdex.com for the help in this matter, because without them, I feel the tub would still not be repaired.
Regards,
[redacted]

Our third party service tech has left 2 messages over the last week with Mr [redacted] with no response. We want to fix any issues he is having but he must contact our service person to set up an appointment. Please call Jeremy at 920-699-3891.

[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.  I can't believe it has taken this long.  I am still without my hot tub, but the part has been ordered.  So far it has been 5 weeks with no hot tub!  should be another 1 to 2 weeks to get the part in and then not sure when they will come to install the part.
Regards,
[redacted]

As stated in our previous response Ms S[redacted] purchased her pool on 5/6/16 by putting $100 down to hold the current sale price on the pool. For the next 7 weeks she had the opportunity and responsibility of determining what it would cost her to have her pool and all the pool equipment installed and properly running. That is not Allied's job as each customer's home is different. How much it will cost to run electric to the filter and gas to the heater is dependent on distance from the house and which firm the customer hires. As Wisconsin's largest above ground pool dealer, Allied has provided truthful and value based service for over 50 years. Ms S[redacted] had 7 weeks to change her order by eliminating the heater or even cancel her order and receive her $100 deposit back. She elected neither of these courses of action. She filled out all the paperwork necessary for our 5 year no interest financing on 6/24/16. All items on her order were pointed out to her and explained and she signed all the paperwork. The pool was delivered on 6/27/16. If Ms S[redacted] now does not want her heater she should list it on some site ( ie craigslist) and sell it. The state has a 3 day right to cancel purchases made in the heat of the moment at shows or fairs. We gave Ms S[redacted] 7 weeks to finalize her purchase. Therefore, Allied Pools will be following it's company policy of all sales are final.

In response to complaint #11547255 submitted on 07/05/2016. This customer purchased a 24’ pool package with a 200,000 BTU heater on May 6th, 2016. The customer received every item exactly as it appeared on the order. The customer originally put a deposit down to hold the pool and the price because...

we had a spring promotion that was ending that day. The order was made contingent so the customer had the option to cancel the pool for a full refund giving her time to check into city codes and permit as well as additional costs associated with the installation of the pool. As it was disclosed at that time, the sand, water, electrical, gas line, permit and dirt removal were not included in the cost of installation. It is not the store’s responsibility to check into city codes nor the costs associated with the installation; that responsibility is held solely by the customer. The customer was aware that the cost of the gas line was not included in the installation at the time of sale and had 6 weeks to determine if she wanted to keep the heater on her order. The customer emailed us on 05/18/2016 asking for contact numbers to electricians, citing a bad experience she had with an electrician she had found through other sources. Even though the customer’s Sales Rep. was out of the office that day, one of our representatives replied to her email that day with numbers to two different electricians. The next day, the customer’s Sales Rep. called the customer and supplied the customer with the same numbers to electricians as well as a plumber to install her heater. He indicated that they were contractors that have done work for some of our other customers and that they were licensed competent professionals that she could feel comfortable using but were not recommendations as they are not directly affiliated with Allied Pools. The customer completed her permit and estimates and contacted her sales person on June 23rd, 2016, letting him know that she was coming into the store the next day to complete her financing on the pool package. On June 24th, 2016 the customer came into our West Allis Store to complete her financing application for the pool, which we had been holding for her for 6 weeks on a small deposit. It was at that time the sales person went over her pool package again with her and disclosed in writing all of the items that are and are not included in the installation of the pool. The customer read and signed all of the supporting documentation. These documents are all available upon request should the Revdex.com need to view any of them.  The pool and heater and all items on the order were delivered to the customer’s home on June 27th, 2016 exactly as described in the order all in working condition. On July 2nd, 2016 the customer and her daughter came into our West Allis location asking how to run their pool. The Sales Rep. spent between 30 and 45 minutes walking them both through the process of how to start and run their pool filter system as well as how to connect and use the manual vacuum as well as the automatic vacuum they had received with their pool package. He supplied the customer with a detailed diagram of how the pool equipment is supposed to be connected outside the pool, showing the customers exact equipment. This diagram also has all of the terminology and vocabulary required to communicate with the store over the phone in the event they had any questions or problems. The customer was also instructed by their Sales Rep. that if they had any problems or questions to call, he would walk them through the solution right over the phone so they would get one-on-one assistance through the problem. Because we do not have a service department this is our process. We have been using it for the past 50+ years, and it is time tested and trial proven. On Tuesday July 5th, 2016 the customer’s daughter contacted her Sales Rep. by phone stating that she was having a hard time getting the filter system to work. She tried to explain what was happening, but she wasn’t home at the time and stated that she would have to call us back when she was there to walk her through the issue. The Sales Rep. said that would be fine and that he would be happy to assist. At 4:10 pm that day the customer emailed us stating that she had called another pool store that has a service department to come out and help her with the issue. We replied to her email at 4:56 pm the same day and we supplied her with a phone number to a service technician we are familiar with, who would have looked at it for free if it was a simple 5 minute fix, if she needed one but again stressed that we would have been more than happy to walk her through the issue over the phone so that she would not have to pay a service tech. to come out. On July 7, 2016 at 10:26 am the customer sent an email stating that the other pool store had already came out and showed them how to correct the issue that they were experiencing and indicated that their pump and filter system were functioning and that they had not been operating it correctly.  We are sorry for the difficulties they have experienced, however all of the equipment they received was in proper working order. In addition, they were given ample time, six weeks, to investigate the costs associated with having a heater on their pool, and they elected to keep the heater. There was no forcing of the heater on them nor did we neglect to inform the customer that there were additional costs associated with the heater. We at Allied Pools are more than willing to work with and help our customers, which I believe we did in this instance. Therefore, Allied Pools will not be offering any type of settlement in this case.