Krystal Klear Pools & Spas, Inc.

Revdex.com:
I have reviewed the offer and/or 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 the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I am in total disagreement with the statements provided by Krystal Pools.
First. I never stated my Husband put all the chemicals in at one time.
We read the directions Carefully several times, and  We added the Chemicals as instructed, over a 3 day period.
We still had some of the chemicals left just not ALL of the Chemicals.  there is  a definite  error in communication on this  part of Krystal Pools statement.
In the Statement, where Krystal Pools states I called and was Berate to an employee, the person on the other end of the phone never stated her name until I had to ask whom I was speaking to, because I could tell the salesperson did not know what I was speaking of.
Also, I have a difficult time believing my husband spoke of me spending to much money on the pool. I usually do not by the Pool Supplies, Ever! It's not my Toy, it's my husbands.
We Have been told and Guaranteed twice now, that the Sand Filter would fit to our pool. My Husband is a very bright man, and if he says the hose and hose attachments do not fit our pool system, he would not lie.
My Husband had decided that if the filter was better, and he would have less maintenance, we would keep the Filter system, because it wasnt going to make any sense to return it for a $65. stocking Fee.
When I called the following day stating that the Filter did not fit or would work to our pool system, My husband even commented to tell Krystal Pools if they were so sure, they could come to our house (10 min.) away and see for themselves, they declined.
From what I understand by the consumers rights laws,  if a product does not work, fit, or is broken, wrong item, etc, the consumer has the right for a Full Refund or Exchange.
As Far as the itemized receipt, No I have not been back to the store. They can mail it. the receipt is not the main complaint.
The Main complaint is being sold a product  of $200  guaranteed to work, then having the Product Not Work, or Fit to  what we we needed.
I believe someone needs to look up and read the Consumer Rights Laws, and "Anyone" that is familiar with the Filter system which was sold to us, is welcome to come by our home, and see for themselves.
I  still requesting a Full Refund for the System that does not work, or have someone from the store to come to our home (10 min from store).
If Krystal Pools can make it work or fit, we will pay an installation Fee of $50  which is 25% of $200.  (not $65.) That way everyone is satisfied and Fair.
Sincerely,
[redacted]

First of all... there is a sign in Red Letters on the counter taped stating " ATTENTION:  WHEN YOU HAVE A RETURN, IT NEEDS TO BE WITHIN 7 DAYS OF RECEIPT , AND RECEIPT ON HAND!  THERE IS A 25% RESTOCKING FEE!
This customer has a target or a walmart type pool, which comes with a...

cartridge filter.  We have an Hayward Pump and Filter that comes with adjustable parts to fit and made for INTEX pools.Her husband was in at an earlier time , and was complaining how his wife is spending too much for the pool.  So when his wife came in, she was complaining how even when we tested the water and gave him the print out on how to administer the product as directed.  She stated that her husband dumped all the chemicals in at one time.  Ken talked to the husband a while ago and said a sand filter would be better and could keep the pool cleaner and that we carried a filter system for intex pools that has parts that could adjust to any intex pool.  The young boy that was with her even said before she bought anything kept saying ...."Shouldn't you talk as him first?"  She stated no, I'm getting it .
Our store Policy is stated on the counter for all to see.  You can't miss it. And it's stated in ALL CAPITAL RED LETTERS .
I , Mary The owner , never stated to her on the phone that she could not get an itemized list of what she purchased. I wasn't there at the time of purchase, I got there in time to load it in her vehicle. She laughed , smiled , and shook my hand . I truly belief that the system was right; Her husband either didn't know how to hook it up and didn't follow the directions, just like he didn't follow directions on putting the chemicals in their pool , and was probably upset that she spent yet more money.
If she wants an itemize list , I will have Crystal make her one up and mail it to her . Or she can pick it up.
We are very customer oriented and we do demand customer service, but we have policies that must be met as well.      
 
This is the sales associate, that handled the transaction referenced in complaint #[redacted]
The customer came in on May 13th, 2016 to re-purchase the opening chemicals for her pool. The reason for her visit, was she claimed her husband (who had come in and purchased chemicals on 4/23/16) had not followed the given instructions for the opening of their pool. Rather, he had dumped all of the chemicals in at once, causing severe imbalance and she was trying to correct it. A water sample was taken and tested and all necessary chemicals were bought and explained. A chemical sheet was given for reference as to how to administer them.
The customer then began questioning about filter systems, I informed her we did not carry the cartridge filters, only sand filters as they are better for your system and last longer. I did inform her, that her husband had asked about them when he was in on April 23rd.
She said she would take one, and the sand to go with it. I asked her if she was sure, and if she wanted to check with her husband first, she said no. Her grandson also asked her if she thought she should first check with her husband, and again, she said no.
I got her pool size information to assure it was the correct size, got the pump, and rang her up for that as well as a bag of sand.
She paid for the items, and at that point the owner came in and they further discussed the benefits of sand filters.
She further questioned about magnetic lights for her pool, tiki torches as well as a fountain for the center and asked that I get the pricing and call her with it. We then loaded her sand, she thanked us and left the store.
 
Roughly 3 hours later, the customer called the store informing me her husband was agitated she had spent so much money, and was demanding she return the filter system. I told her I would be happy to do the return, however we do charge a 25% restocking fee. She became irate and demanded to speak to the owner. I put the owner on the phone, who reiterated exactly what I had already told her.
 
Two days later, she called the store berating the other employee, who had not even been present on the day of the transaction claiming the filter did not fit her pool. Which is impossible, as it is universal for all INTEX pools. She was again told, there is a 25% restocking fee if she wishes to bring the item back.
 
She informed the employee she had been in contact with her attorney, and they advised her she must be given an itemized receipt. Again, that employee had not been present on the date of the transaction and had no way of knowing what items the customer had bought. She was advised to call back on Monday morning, when I would be available to type out a receipt for her.
She did not call back, nor has she returned any of the 3 calls I have made to resolve the receipt issue.
 
As of 5/24/2016, the customer has not returned the item nor has she come to the store to get an itemized receipt.

Review: On May 13th, 2016 I stopped in at Krystal pools and Spas, Inc to have my pool water analyzed and to buy Chemicals. While there the saleswoman (Krystal) said to me the owner (Kenny ) had mentioned to my Husband 2 weeks ago, we needed to purchase a Sand Filter Pump System for cleaner and better water, etc. Trusting her and knowing the Owner, I purchased the $200 System and Sand needed for the System. When I returned home, my husband said he never had such a discussion with the owner, and he dosen't even know who the owner is. Within only 2 Hrs. I called the store to ask what time they closed, because I needed to return the Sand, and Sand System, I was told if I brought it back, their would be a $65. re-stocking Fee, although the product had not even been taken out of my vehicel or opened. Needless to sy this was upsetting. I asked, what if the sand system will not fit with our pool?The Owner Kenny, stated he guaranteed that the Sand system would fit our pool System and would be better for the water and cleanliness. The following Day, (less than 24 Hrs) my husband put tried putting the system together and tried to attach to our pool, Low and Behold, the Sand System does not Fit, and will not attach or work with our Pool Set Up. I called the store again,and they stated although they sold us the Wrong Product, they will not take the Product back without a $65. restock Fee. Really ? How can they do that for a wrong item they sold us? They said it is their Policy, and that there is a note on the register that states this, which I Never Sawwhile waiting, nor my grandson, while waiting at the counter for our water analysis. I also asked for an Itemized receipt whichI was told the could not give me. Can a Business Charge a Re-Sock fee for a Wrong Item they sold us, after stating and guaranteeing the product would work with our Pool? I as the consumer should have rights in returning this iem for a full refund without being charged or punished for the Businesses mistake.Desired Settlement: Refund for Purchase of an item recommended by Business Sales person and owner of Business. Product does not work. Although business wants charge us a $65. re-stock fee.

We only live 10 min. from Business Store, and invited them to even come and look at the problem of how Product will not, does not work as they suggested and we were told it would. Wanting Refund of $200 for Sand Filter Pump, and Cost of Sand we had to purchase for Sand System, including Tax. This purchase would not have been made without the recommendation or advise of Business Sales Person and Owner. We were sold a product under false and wrong advisement. We should not be charged or denied a Full refund for the Businesses mistake . Still have Sand Filter System and Sand, and want to return for full refund without a Re-Sock Fee. What they have done is very Poor Customer Service, and a Rip Off to Consumers, and should not be allowed. I feeled Hustled, undue treated, taken advantage of, and Robbed

Business

Response:

First of all... there is a sign in Red Letters on the counter taped stating " ATTENTION: WHEN YOU HAVE A RETURN, IT NEEDS TO BE WITHIN 7 DAYS OF RECEIPT , AND RECEIPT ON HAND! THERE IS A 25% RESTOCKING FEE!This customer has a target or a walmart type pool, which comes with a cartridge filter. We have an Hayward Pump and Filter that comes with adjustable parts to fit and made for INTEX pools.Her husband was in at an earlier time , and was complaining how his wife is spending too much for the pool. So when his wife came in, she was complaining how even when we tested the water and gave him the print out on how to administer the product as directed. She stated that her husband dumped all the chemicals in at one time. Ken talked to the husband a while ago and said a sand filter would be better and could keep the pool cleaner and that we carried a filter system for intex pools that has parts that could adjust to any intex pool. The young boy that was with her even said before she bought anything kept saying ...."Shouldn't you talk as him first?" She stated no, I'm getting it .Our store Policy is stated on the counter for all to see. You can't miss it. And it's stated in ALL CAPITAL RED LETTERS .I , Mary The owner , never stated to her on the phone that she could not get an itemized list of what she purchased. I wasn't there at the time of purchase, I got there in time to load it in her vehicle. She laughed , smiled , and shook my hand . I truly belief that the system was right; Her husband either didn't know how to hook it up and didn't follow the directions, just like he didn't follow directions on putting the chemicals in their pool , and was probably upset that she spent yet more money.If she wants an itemize list , I will have Crystal make her one up and mail it to her . Or she can pick it up.We are very customer oriented and we do demand customer service, but we have policies that must be met as well. This is the sales associate, that handled the transaction referenced in complaint #[redacted]The customer came in on May 13th, 2016 to re-purchase the opening chemicals for her pool. The reason for her visit, was she claimed her husband (who had come in and purchased chemicals on 4/23/16) had not followed the given instructions for the opening of their pool. Rather, he had dumped all of the chemicals in at once, causing severe imbalance and she was trying to correct it. A water sample was taken and tested and all necessary chemicals were bought and explained. A chemical sheet was given for reference as to how to administer them.The customer then began questioning about filter systems, I informed her we did not carry the cartridge filters, only sand filters as they are better for your system and last longer. I did inform her, that her husband had asked about them when he was in on April 23rd.She said she would take one, and the sand to go with it. I asked her if she was sure, and if she wanted to check with her husband first, she said no. Her grandson also asked her if she thought she should first check with her husband, and again, she said no.I got her pool size information to assure it was the correct size, got the pump, and rang her up for that as well as a bag of sand.She paid for the items, and at that point the owner came in and they further discussed the benefits of sand filters.She further questioned about magnetic lights for her pool, tiki torches as well as a fountain for the center and asked that I get the pricing and call her with it. We then loaded her sand, she thanked us and left the store. Roughly 3 hours later, the customer called the store informing me her husband was agitated she had spent so much money, and was demanding she return the filter system. I told her I would be happy to do the return, however we do charge a 25% restocking fee. She became irate and demanded to speak to the owner. I put the owner on the phone, who reiterated exactly what I had already told her. Two days later, she called the store berating the other employee, who had not even been present on the day of the transaction claiming the filter did not fit her pool. Which is impossible, as it is universal for all INTEX pools. She was again told, there is a 25% restocking fee if she wishes to bring the item back. She informed the employee she had been in contact with her attorney, and they advised her she must be given an itemized receipt. Again, that employee had not been present on the date of the transaction and had no way of knowing what items the customer had bought. She was advised to call back on Monday morning, when I would be available to type out a receipt for her.She did not call back, nor has she returned any of the 3 calls I have made to resolve the receipt issue. As of 5/24/2016, the customer has not returned the item nor has she come to the store to get an itemized receipt.

Consumer

Response:

I have reviewed the offer and/or 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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,