Wind Surf & Sail Pools, Inc.

That is correct the [redacted] did put a deposit down again in the amount of $1000.00 on 3/27/2015.  This is actually the second time that the homeowner put a deposit down.  In 2014 they cancelled their pool order, was refunded as well and were moving to a new location.  In March...

they ordered another pool at the new address.  [redacted] personally staked the pool at the new location and we proceeded with the order.  The first stage is to apply for the necessary building permits required to build the pool.  [redacted] called after he staked the pool to make sure there were no changes to the location of the swimming pool.  We applied for the building permits and payed for them.  Again we notified the homeowner that the permits were approved.  We also spoke with [redacted] who was securing their financing and I understand they were having trouble with documentation.  In September we received a phone call from the [redacted] stating that they were unable to secure financing and were going to cancel the order.  Please keep in mind that are company policy is that all deposits are fully refundable unless we incur cost.  We paid for the building permits as well as the soil & erosion permit. They were informed that [redacted] would be notified and we would see what we could do with the building fees, and could refund the balance of the deposit.  This was unacceptable to them.  After working with the Building department in [redacted] we were able to get the fees transferred to another job because they will not refund the fees.  After trying for a couple of months with the county they were not willing to transfer or refund the additional $280.00 for their permit.  Again after letting the customer know are current status they claimed it was not their fault that we applied for permits, so as far as their concerned they were not responsible.  On January 28, 2015 there credit card was credited the full $1000.00 in good faith.  However as you can see they filed this complaint in March claiming they never received the refund.  I really do not believe there is anything more we could have done, and personally feel we did everything possible when we are the ones that incurred cost not the homeowner.  Please let me know if there is anything further we need to do regarding this matter.  Upon my phone call today to the Revdex.com is the first that we have heard anything from you in regards to this matter.  I understand that our contact information is being updated so that the correspondence will be coming to the correct address and e mail.  Thank you for your time and co-operation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:Any discount given at the time we placed the order was to make the sale and the run around I received with regards to service calls is another issue.  Any mix up with the manufacturer is not a reason to give me a take it or leave it response when I called to inform them of the issue.  If I would have waited for a different liner, my pool would have collapsed because it had no water in it,  then who would be responsible for the cost of fixing that?The bottom line is: I placed an order for an agreed upon price for a liner on display in their showroom and I received a different liner!!  The store should know which products are available for sale, and we did question the sales person about the name and they said it was miss labeled and removed the sample and assured us that the display was correct.   I would like a 20% discount, I have spoke to an attorney and have recourse if I want to  go in that direction.
Regards,
[redacted]

This is correct the [redacted] family did order a liner from our company.  We actually have the liner pattern in one of our display pools on the floor.  After serveral weeks Mrs. [redacted] decided on this perticular pattern.  The liner was ordered and received.  Upon receipt of the...

liner we notified the homeowner and they made the arrangements to have it installed.  Upon the installation of the liner it was noticed that the pattern at the top diamonds was not the same.  However the label on the box, our order and the manufacturer confirmed that this was the patterned ordered.  After several calls it came out that the manufacturer had made changes to the tile pattern unknown to all parties.  We did in fact give the customer a discount on the liner prior to ordering, which was not mentioned.  Also we had sent out are liner crew on several occasions to see if we could locate their leak to avoid have to replace the liner at all.  With the liners more times than not we are able to patch a hole and keep them going.  This service was also done for them and they were not charged for this.  Are service calls are $95.00 per hour for the liner crew. I personally spoke with Mr. [redacted] in the spring and did everything we could at the time with the weather conditions to avoid having them incur the cost of a new liner.  I understand that the pattern is not the exact one as are display, but we totally unaware of changes.  The diamond configuring is a different size, however the color pattern is the same. At no point did we ever tell the customer to take it or leave.  Mrs. [redacted] was told that it would be another 3 weeks approximately to get another liner pattern ordered and received.  We also offered her a full refund if the liner pattern was not acceptable.  I realize are summer season is short however if the pattern was totally unacceptable it would have been another 2-3 weeks not half the summer.  We did not charge for the 3 service visits to the customer originally, and we already gave them a discount on the liner due to the fact that they have been a customer for some time.  Nor [redacted] or myself have heard anything since the day the liner was installed.  I honestly feel that we did the best we could, and would appreciate any input you have in regards to this matter.