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Wolf Pools & Spas, Inc.

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Reviews Wolf Pools & Spas, Inc.

Wolf Pools & Spas, Inc. Reviews (24)

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
When the circuit board was ordered over the phone
on 12/27/, there was No mention of the “no return “ policy and they took payment for the item at that time on the phoneMy daughter picked up the already paid for part later that dayThe board was never used and did not fit even if it would’ve been neededI expect payment in full upon return of the unused part.To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

All our receipts clearly state “Parts are not Returnable” and we have signs in the store that state that as well

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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.I have still not received the refund, although it has not been the full 7-daysEssentially, the owner already quoted the same error I already took ownership ofI do not dispute the wrong credit card was usedWhat my dispute is about how I was told over and over again, by Mrs*** and her son, I do not know his name, "the transaction went through on our end there is nothing more we can do." Mrs*** refused to call Worldpay to find my transactionI explained I don't doubt the transaction was issued on their end, but I did not have it and it was lost in cyberspaceThis would have been resolved faster has I not been advised to call Worldpay myself (the consumer) regarding a refund of Worldpay's merchant (***), who does that??? The wrong credit card error was brought up right awayThis is not the fault of Chase or even Capital One, both credit card companies have full disclosure as to the errorThe problem is Mr and Mrs*** did not want to do the work on their end to help retrieve our deposit Also, owner son, please review the definition of credit card fraud, so you can use it appropriately next time you have to displace blame.On Friday, July 21st, I spoke with the owner's son, explaining the WHOLE situation all over againHe actually said the same thing his mom said, "the transaction when through on our end, I don't know what we can do at this point." I said, "so I just lose $because I used the wrong credit card?" The son said, "no, but he will have to call Worldpay when he has time, which will not be today." I asked for a deadline so I could call him backThe son said, "next week Tuesday or Wednesday." I immediately got on the phone with Capital One who accepted my complaint and returned my $immediately that day since the merchant, regardless of wrong credit card, should have issues a credit to the correct card right awayCapital One is now pursuing *** Pools for the refund. I did purchase a pool in March, for about $Within a week, we changed our mindsThe pool was in stock, no supplies had to be ordered, it didn't hurt *** by refunding the pool transactionWe actually turned around and bought a $13,hot tubI don't own a business, but a sale of $13,is much greater than a sale at $We requested a refund on the hot tub when we were not kept informed on the status of deliveryI had to call weeks later to find out it still wasn't inHORRIBLE customer service for a $13,productOf course we are going to return it, crappy service in the beginning just mean crappy service if something goes wrong later onPoor customer service just goes on to show, we purchased the pool in March, not AprilShows how much they don't care about their customersFYI, POOL AND HOT TUB.....NO RELATED OWNER'S SON, but good try at trying to deflect your responsibility
We were referred to *** by of their own customers, who are absolutely disgusted we are going through thisBest business is word of mouth! Guess what you're not going to get Mr and Mrs***God help anyone who actually purchases from them in the future.
Regards,
*** ***

She has received her refund

Thanks for providing the complaint from Ms.***.A little more background; Ms.*** failed to mention that they also purchased a pool in April of from us before the spa and we refunded their money deposit from the pool purchase and Likewise refunded their money from the spa
purchase. It seems they were in no hurry for a spa nor seems they really wanted a spa either We did refund their money as requestedThe problem arose when Ms.*** used a different credit card to get a refund. This is bank fraud and all the delays would have been avoided had they used the proper card for a refund like they did for the Pool beforeChase bank should know better and informed Ms.*** that the purchase was not made on the card that she kept calling on expecting a credit to show on her account I would think she needs to address her concerns with Chase bankWe have a policy of terminating any conversations that are not in a business-like mannerWhen customer cannot act in a proper manner we will stop the interaction on the spotWorld Pay is a credit card processing company that per banking regulations held the transaction because credit cannot be issued for a transaction of different credit card accountsWe were able on Ms *** behalf get the credit reversed and applied to the correct original credit card on July 21, thru World PayThey should see the credit on the correct card in 7- business daysThis all would have been avoided had Ms*** used the correct credit card for a refund in the first place Thanks for your time*** *** *** Pools & Spas

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am not sure why they contacted the Revdex.com since from our email to them, they were offered to return the cleaner . This product was return to the Franklin Store on Aug 2, 2015. We can only help those that want to follow our suggestions. When they purchased this cleaner they were
advised to contact the Manufacturer for help or questionsThis they clearly stated in their own letter. They purchased a used demo cleaner. We again pointed out that they needed to contact the manufacture of the cleaner for help or RGA in our email. They refused We accepted the return of this cleaner. Attached is the carton that is on the top lid of the cleaner they purchasedThey refused to follow the directions on this cleaner. Please close this case ,

Looks like we could have done better with this one. From my checking we have some wrong information from the mfg of the spa and the cover mfg
We could have done better with the communication with the customer on this one
I spoke to *** on the phone on September
and set up a time to delivery the third cover on Wednesday October 1,
We should be complete with this customer. Thanks for bring this to my attention
*** ***
Wolf Pools & Spas Inc

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.] I ordered the part over the phone and paid with my credit card and was never told that it was not a returnable part so I should be able to return it since I did not use it
Regards,
*** ***

Thank you for forwarding the matter on the above complaint? The customer would not be in a hardship position had they hired an authorized repair center for their spa? The hiring of a non factory authorized repair centers is what can happen when they get bad information from such service providers.The part they have is what will be needed should they or another person want to get the spa in operation if the old circuit board is bad.In regards to; ? the statement that we do not state our policy on parts, attached is receipts that have been given to the Gdaniec’s since September of thru the years and including December 27, They all clearly state on the receipts ? “Parts are not Returnable”.There have been transactions though out the last seven years all stating the same.The Gdaniec’s need to focus their requests to the party that requested they purchase this part in the first place.They hired that service company or person, they should be dealing with that service company or person.We understand that this may not meet the demands for the above complaint but ask you to close the matter as stated.*** ***
Wolf Pools and Spas

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
When the circuit board was ordered over the phone
on 12/27/, there was No mention of the “no return “ policy and they took payment for the item at that time on the phoneMy daughter picked up the already paid for part later that dayThe board was never used and did not fit even if it would’ve been neededI expect payment in full upon return of the unused part.To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have still not received the refund, although it has not been the full 7-10 days. Essentially, the owner already quoted the same error I already took ownership of. I do not dispute the wrong credit card was used. What my dispute is about how I was told over and over again, by Mrs. [redacted] and her son, I do not know his name, "the transaction went through on our end there is nothing more we can do." Mrs. [redacted] refused to call Worldpay to find my transaction. I explained I don't doubt the transaction was issued on their end, but I did not have it and it was lost in cyberspace. This would have been resolved faster has I not been advised to call Worldpay myself (the consumer) regarding a refund of Worldpay's merchant ([redacted]), who does that???  The wrong credit card error was brought up right away. This is not the fault of Chase or even Capital One, both credit card companies have full disclosure as to the error. The problem is Mr and Mrs. [redacted] did not want to do the work on their end to help retrieve our deposit.  Also, owner son, please review the definition of credit card fraud, so you can use it appropriately next time you have to displace blame.On Friday, July 21st, I spoke with the owner's son, explaining the WHOLE situation all over again. He actually said the same thing his mom said, "the transaction when through on our end, I don't know what we can do at this point." I said, "so I just lose $5000 because I used the wrong credit card?" The son said, "no, but he will have to call Worldpay when he has time, which will not be today." I asked for a deadline so I could call him back. The son said, "next week Tuesday or Wednesday." I immediately got on the phone with Capital One who accepted my complaint and returned my $5000 immediately that day since the merchant, regardless of wrong credit card, should have issues a credit to the correct card right away. Capital One is now pursuing [redacted] Pools for the refund. I did purchase a pool in March, 2017 for about $9000. Within a week, we changed our minds. The pool was in stock, no supplies had to be ordered, it didn't hurt [redacted] by refunding the pool transaction. We actually turned around and bought a $13,000 hot tub. I don't own a business, but a sale of $13,000 is much greater than a sale at $9000. We requested a refund on the hot tub when we were not kept informed on the status of delivery. I had to call 5 weeks later to find out it still wasn't in. HORRIBLE customer service for a $13,000 product. Of course we are going to return it, crappy service in the beginning just mean crappy service if something goes wrong later on. Poor customer service just goes on to show, we purchased the pool in March, not April. Shows how  much they don't care about their customers. FYI, POOL AND HOT TUB.....NO RELATED OWNER'S SON, but good try at trying to deflect your responsibility.
We were referred to [redacted] by 2 of their own customers, who are absolutely disgusted we are going through this. Best business is word of mouth! Guess what you're not going to get Mr and Mrs. [redacted]. God help anyone who actually purchases from them in the future. 
Regards,
[redacted]

Thank you for forwarding the matter on the above complaint.  The customer would not be in a hardship position had they hired an authorized repair center for their spa.  The hiring of a non factory authorized repair centers is what can happen when they get bad information from such service providers.The part they have is what will be needed should they or another person want to get the spa in operation if the old circuit board is bad.In regards to;  the statement that we do not state our policy on parts, attached is receipts that have been given to the Gdaniec’s since September of 2010 thru the years and including December 27, 2017. They all clearly state on the receipts  “Parts are not Returnable”.There have been transactions though out the last seven years all stating the same.The Gdaniec’s need to focus their requests to the party that requested they purchase this part in the first place.They hired that service company or person, they should be dealing with that service company or person.We understand that this may not meet the demands for the above complaint but ask you to close the matter as stated.[redacted]
Wolf Pools and Spas

Thanks for providing the complaint from Ms.[redacted].A little more background; Ms.[redacted] failed to mention that they also purchased a pool in April of 2017 from us before the spa and we refunded their money deposit from the pool purchase and Likewise refunded their money from the spa...

purchase.  It seems they were in no hurry for a spa nor seems they really wanted a spa either We did refund their money as requested. The problem arose when Ms.[redacted] used a different credit card to get a refund.  This is bank fraud and all the delays would have been avoided had they used the proper card for a refund like they did for the Pool before. Chase bank should know better and informed Ms.[redacted] that the purchase was not made on the card that she kept calling on expecting a credit to show on her account I would think she needs to address her concerns with Chase bank. We have a policy of terminating any conversations that are not in a business-like manner. When customer cannot act in a proper manner we will stop the interaction on the spot. World Pay is a credit card processing company that per banking regulations held the transaction because credit cannot be issued for a transaction of different credit card accounts. We were able on Ms [redacted] behalf get the credit reversed and applied to the correct original credit card on July 21, 2017 thru World Pay. They should see the credit on the correct card in 7- 10 business days. This all would have been avoided had Ms. [redacted] used the correct credit card for a refund in the first place Thanks for your time. [redacted] Pools & Spas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.] I ordered the part over the phone and paid with my credit card and was never told that it was not a returnable part so I should be able to return it since I did not use it.
Regards,
[redacted]

[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 had to file the Revdex.com claim in order for them to take this item back.  But yes, we have since returned the item and received a full refund.
Regards,
[redacted]

All our receipts clearly state “Parts are not Returnable” and we have signs in the store that state that as well.

Review: We purchased the demo model of the Aquabot Rapids 4WD approx 2 months ago at the Franklin location. Of course we were VERY leary about the purchase because we were told there was no help through the store since it was a demo model. We were assured should the product not work that we would be taken care of and that is certainly not the case. We spent $500 on, frankly, the most useless pool vaccum ever.

About 2-3 weeks after the purchase we put the cleaner in the pool for the first time and noticed problems immediately. The robot simply cleans the same area over and over again and does not leave the deep end of the pool. The very next day (as the store was closed at the time) I phoned the store to speak with someone about the issues. I was told that the person I needed to speak to was busy and the gentleman that answered the phone and assured that he would have someone call me back. We'll of course that never happened.

I waited approximately 2-3 weeks and phoned the store again and was put on hold for quite some time. The store manager came on the line and asked what was happening. He stated that it was normal that the robot moved in a circle and that it did not take "laps" back and forth to clean. He had no idea why the robot would not leave the deep end and said that he would need to have a technician call me back.

We'll here we are now another 2 weeks later and no help whatsoever with this cleaner and no phone call from a technician. We have a $500 defective piece of equipment that we were assured would work properly and if not it would be taken care of.

I then decided to send Wolf Pool & Spas an email to try and resolve this and received an email telling me I needed to go through the manufacturer. They made a verbal commitment to myself and my family that should this robot not work properly that they would take care of it. I am not dealing with the manufacturer. They sell the product, they can deal with the manufacturer on a defective piece of equipment.

This is a terrible business that take's someone's money and does not stand behind its promises. In my mind that is stealing and certainly not a good business practice.

It should also be known that the manager in charge of the Franklin location treats his employees terrible! We witnessed him borderline yell at the gentleman helping us as well as the other gentleman working in the store that day. When we made a comment to the gentleman working with us about the managers behavior his response was "that's nothing compared to how he usually is." I felt very uncomfortable and also felt terrible for the other employees in that store. It is clear that he manages by creating a hostile work environment. Thinking back now, we should have taken that as a sign as to the service we would receive and should have turned and ran out of that store without giving your business a dime!!Desired Settlement: I would either like a new robot that works properly or our money refunded!

Business

Response:

I am not sure why they contacted the Revdex.com since from our email to them, they were offered to return the cleaner . This product was return to the Franklin Store on Aug 2, 2015. We can only help those that want to follow our suggestions. When they purchased this cleaner they were advised to contact the Manufacturer for help or questions. This they clearly stated in their own letter. They purchased a used demo cleaner. We again pointed out that they needed to contact the manufacture of the cleaner for help or RGA in our email. They refused . We accepted the return of this cleaner. Attached is the carton that is on the top lid of the cleaner they purchased. They refused to follow the directions on this cleaner. Please close this case ,

Consumer

Response:

[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.]

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 had to file the Revdex.com claim in order for them to take this item back. But yes, we have since returned the item and received a full refund.

Regards,

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Description: Swimming Pools & Hot Tubs, Spas & Hot Tubs - Dealers

Address: 19355 W Bluemound Rd, Brookfield, Wisconsin, United States, 53045-5941

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