This is in response to complaint ID # [redacted] The complainant is unhappybecause we charged: our standard restocking fee on a solar reel she returned.She purchased the reel on 7/25/and called on 8/11/and asked to returnthe reelWe authorized the return and also issued fed ex call tags to pick it upfrom her as a courtesyNormally shipping costs are the customer's responsibility.When the return came back we processed the refund per our return policy.Because we already covered the return shipping costs for her we are not goingto refund the restocking fee at this timeI have included a copy of our terms ofsale showing or policy includes a 20% restocking feePlease let me know if youhave further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living ' [redacted]
Customer has opened complaint ID # [redacted] Customer is disputing shipping and handling charges in regards to a replacement solar cover under warrantyThe customer contacted our Customer Service Department on8/13/in regards to a warranty claim, for a 14x28, rectangular, mil, clear solar cover purchased 8/21/(internal order number [redacted] - see attached)Our Customer Service Department requested photos of the damage to the solar cover to determine if the damage was covered under the manufacturer's warranty guidelinesOn 8/18/the customer provided photos of the solar cover and upon review it was determined that the customer would be eligible for a warranty replacement solar coverThe customer was advised to provide a sample for the manufacturer's warranty purposes, and was advised of all costs associated with the replacement solar cover ($64.68.)Under the solar cover warranty terms (please see attached) the purchaser shall pay a percentage of the manufacturer's list price at the time of replacement and shall also be responsible for any handling or shipment fees for replacementAs this customers mil clear solar cover was purchased on 8/21/2011; the solar cover is currently within the 4th year of warranty coverage, therefore the customer is required to pay 50% of the solar covers current list price (please see attached listing- $x .50= $42.50.) The shipping fee ($12.23) is the cost to ship the solar cover which weighs approximately lbs; from our warehouse in Tonawanda NY, to the customer in Henry ILThere is also a handling fee ($9.95) and additional charges may apply for oversized coversThe total costs for the replacement solar cover under warranty are $On 8/20/the customer contacted our Customer Service Department regarding the costs associated with the replacement solar cover, and spoke to our Customer Service ManagerOur Customer Service Manager advised the customer we would gladly waive the $handling charge as a courtesy; however under the manufacturer's warranty guidelines the customer shall still pay a percentage of the manufacturer's list price at the time of replacement, and shall also be responsible for any handling or shipment fees for replacementThe customer was offered a discounted cost of$for a replacement solar cover under warrantyThe customer declined this offerIf the customer is still interested in purchasing the replacement solar cover; he may contact us directly and we would be happy to assist him in completing the order for his replacement solar cover, for the discounted cost of $Please let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia L [redacted] Customer Service Specialist
This is in response to complaint ID # [redacted] The complainant states that she is upset because her pool had not arrived at the time of her complaintHere is the sequence of eventsOn 6/5/she called and placed an order for a pool and assorted items pertaining to the poolThe order was placed and she was advised that while the assorted items would ship from our warehouses and arrive in a few days the pool itself would ship from the manufacturer in approximately weeksShe called us on 6/16/very upset because she had installers at her house but the pool had not yet been deliveredWe contacted the manufacturer and found they were right on scheduleThe pool was due to ship on 6/19/17,which was exactly weeks from the order dateIt shipped on the 19th and was delivered to her on 6/23/We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was dueShe states in her complaint dated 6/19/that she wants her pool and that has occurredHowever because she is so upset we have issued a $in store credit which she can use o n any future purchasePlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant states that as of the complaint date she is still waiting for a replacement pump or a refundThe customer placed an order for an above ground pool pumpShe called in June and stated that the pump was shooting sparksIt was troubleshoot by one of our custom sales people and it was determined that the customer used an extension cord which voids the warrantyHowever we offered to pick up the pump and test it which we didThe pool specialist who tested it found out that the cord was destroyed but that the motor works just fineSo he sent the pump back to the customer with a brand new cord and advised the customer not to install it using an extension cord and recommended that an electrician should be involved in the installation and set upWhen advised of this the customer was satisfied and stated she would close the Revdex.com complaintI have included notes from her account which documents the above informationPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warrantyThe warranty is very clear as to what is coveredSeam separation and delamination are the only two conditions that are covered The photo the complainant sent shows the cover is torn down the middleThe warranty specifically states that rips and tears are nqt coveredWe informed her of this and offered her a 15%discount on a replacementThis offer still standsI have attached a copy of the photo and a copy of the warranty for your convieiencePlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant was unhappy because she was not given a full refund when she refused delivery of a swimming poolThe Customer refused the pool on 6/6/and we refunded the customer days later per our return policyThis policy includes %restocking fee and the actual shipping charges from the freight companyThe customer then filed an American Express charge backThis charge back was decided in our favorSince then we have been in contact with the complainant and decided as a courtesy to refund the $restocking feeShe has expressed satisfaction with this outcomeTherefore we feel that this complaint should be closedPlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant is unhappybecause he cannot return a liner that he opened and attempted to installOurreturn policy clearly states that opened and unfolded liners are not returnablebecause they are not resalableIn his statement he also states that he receiveda partial refund for the liner but that it not the caseWe did issue a refund for$but this was because he ordered a new linerWe refunded 15% of thecost + $handling as a courtesy for placing two ordersI have attached acopy of the refund and the page of our return policy which clearly states the linercannot be returnedPlease let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living [redacted]
This is in response to complaint # [redacted] The complainant is unhappy with the quality of solar panels he purchased from us on 5/19/He contacted us on 6/10/and sent photo which showed a leaking panelWe sent out a no charge replacement the same dayThis complaint is the only contact we show sinceHowever, since it is clear that he has experienced issues with the panels right from the start, we have issued the $refund he requestedIt will be processed from our end and he should see it on his credit card within the next few daysI have included a copy for your conviencePlease let me know if you have further questions, or if you require additional information.Thank You,Judy [redacted] Customer Experience Supervisor
This is in response to complaint ID # [redacted] The complainant is unhappy that she cannot return a pool slide cover because it is over our day return policy.The purchase date was 11/24/and she called us on 1/26/requesting areturn authorizationThis is a full two months after the purchase dateTherefore she was told it could not be returnedHowever we are willing to make an exception, provided the cover is unused, unfolded and in it original packagingItmust be in resalable conditionOnce she sends it back and is returned to stock are fund less our 20% restocking fee will be processedI have issued a RMA (return authorization) for the returnThe number is [redacted] This number should be marked on the package when she sends it backI have included acopy of our return policy for your conveniencePlease let me know if you have further questions, or if you require additional information!Thank you! Judy [redacted] Customer Experience! Supervisor' Leisure Living [redacted]
Customer has opened complaint ID # [redacted] . This complaint is relating to a sales order that the customer placed over the web with our company on 2/18/2016 (web order number [redacted] ; internal order number [redacted] -see attached). This order was for qty 1 -1 [redacted] Pool Pump W/3 Ft Twist... Lock Plug.The customer contacted our Customer Service Department on 3/10/2016, and advised that she ordered the incorrect pump. The customer was advised per our Terms of Sale (please see attached) that the pump must be unopened, clean and in resalable condition. The customer was also advised that a 20% restocking fee will be charged for returns; original shipping and handling costs will not be refunded, and the customer is responsible for all return shipping costs.When the pump returned to our warehouse on 4/1/2016; upon inspection it was determined that the pump was unfortunately not in resalable condition, as it had been opened and used ·by the customer.As the pump was unfortunately not unopened, clean and in resalable condition; we were unable to return the pump to stock and refund the customer. The pump returned to the customer under FedEx tracking number [redacted] ; and was delivered to the customer on 4/6/2016 (please see attached).We would be happy to assist the customer in determining which pump would be compatible with their pool; the customer can contact us at [redacted] and request to speak with our Custom Sales Department. we would be happy to offer the customer a 15% discount, and free shipping and handling on the purchase of a new pump ..We apologize for the inconvenience the customer has experienced. Please let me know if you have further questions or concerns or if you need any additional information.Thank you,Tricia [redacted] Customer Service Specialist Leisure Living [redacted] ***
This is in response to complaint ID # [redacted] The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed upSo we asked him to send photo's which he didThe photos do not show much so it is difficult to access the problem He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement linerHe did not want the latter choice because of installation and water costsHe became irate and difficult to deal with (see attached notes) and we advised him to go through ***We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See attached)This should resolve the customer's complaintPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] . The complainant states he received the wrong size pool liner and would like a refund. But as you will see below, he clearly ordered the wrong size. And since it was open and he tried to install it he cannot return it for a refund.The following is the... sequence of events. On 5/27/2016 he placed an online order for a 24 round pool liner on our website [redacted] . It was delivered on 6/2/2016. On 6/6/2016 he called our customer service department and talked to one of our reps. He told her that he tried to install the pool liner but it was too big for his pool. Our rep asked him to send photo's showing measurements of his pool and of his liner but he refused stating that it was too much work to do so.He went on to say that he was just going to dispute the credit card charge and hung up. In the course of the investigation the rep noticed that he had ordered a 21 round pool cover from us In the past and noted this in his account. We did not hear anything else from him until we received this complaint. While looking into to this complaint I found another order from the same customer. On 6/12/2016 he placed another order. However this time he placed an order on our [redacted] site. The order is for a 21 round pool liner. It is due to be delivered to him today! He probably does not realize we are the same company. Therefore since this information clearly shows he ordered the wrong size liner we will not be issuing a refund as he requested. I have included copies of the purchase of both liners and the cover he purchased in 2010 and the notes from his account.Please let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience. Supervisor Leisure Living [redacted] ***
This is in response to complaint ID #***The complainant states that theyare unhappy with the solar reel they purchased on 7/2/On 7/14/theycalled and wanted to return the reel because they were not happy with it.However it had been installed and used and per our return policy (attached)
theywere told they could not do soThe customer was upset and asked to speak to asupervisor which he didAfter consulting with another supervisor it wasdetermined that as a courtesy the reel could be returned for an in-store creditThe customer agreed to this and the RMA was issuedThe customers wife calledback shortly after because she was not happy with the outcomeHowever theoffer still standsThey are more than welcome to send this back and we willprocess the creditI have included a copy of both the purchase and the creditand notes from the accountPlease let me know if you have further questions,or if you require additional information!Thank you!Judy ***Customer Experience SupervisorLeisure Living*** *** ***
*** ** ***
***
This is in response to complaint ID # ***The complainant is unhappy that the liner they purchased did not fit in their poolThey called us to let us know and sent photo'sOn 7/12/we made the determination that the wrong liner was sent to the customer so we issued a return authorization
to refund the customer in fullThis refund for $was processed on 7/15/Therefore the customer is all setI have included a copy of the refund for your conveniencePlease let me know if you have further questions, or if you require additional information.Thank You,Judy ***Customer Experience Supervisor
This is in response to complaint ID #***The complainant is unhappy with the terms of the manufacturer's warrantyOn 9/13/she placed her original orderThis is the date that the warranty is based onIt was replaced once under the terms of the warranty last yearThis year she contacted
us again and based under the manufacturers guidelines it was again coveredThe terms of this warranty are as followsBased on her purchase date there is a 60% proration and the actual shipping costs to California are $When her warranty was approved our rep offered to lower the proration to 50% and removed the heavy fees from the shipping as a courtesyThis brings her total to $We also gave her the option of purchasing a new cover which would start a new warranty for 20% off current retailEither of these offers still standsShe can submit a sample piece of her cover and we will replace it under the manufacturer's terms or she can call and we will extend the discounted price fora new coverPlease IEit me know if you have further questions, or if you require additional information!.Thank you!Judy *** Customer Experience Supervisor Leisure Living *** *** *** *** ** ***
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
We followed up with them and selected a liner to replace the defective one, then the company withdrew its offer to replace the liner, and offered to let us buy a new one instead This is when I filed the complaintThey quit responding to emails or phone calls I would also like to note that the liner they offered originally (that was withdrawn) was not even comparable to the one in question This year warranty liner did not even hold water for dayBased on the other cases discovered online regarding this company this is nothing new
Regards,
*** ***
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,
*** ***
This is in response to complaint ID #***The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturer's warranty.The customer purchased the cover on 6/9/On 01/17/he called to reportdamage to his coverHe was asked to send photo's which he didThe
photoswere examined, it showed bubble damage but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarrantyAt this point he was informed that bubble damage is not coveredWeoffered him a 20% off a replacement as a courtesy which he turned down.Because he is so upset I c:an extend that offer to 50% as a courtesyIf hechooses to take us up on that offer he can call to place an orderHe just needsto tell the sales rep to check the notes in his accountI have attached a copy ofthe manufacturers warranty and the photo for you conveniencePlease let meknow if you have further questions, or if you require additional information!Thank you!Judy ***Customer Experience SupervisorLeisure Living*** *** ***
*** ** ***
***
This is in response to complaint ID #***The complainant is unhappybecause the manufacturer is charging them proation per their warranty policy.The manufacturer also states that fading is not covered under warranty but theyare covering this as a courtesyTherefore because this is not covered
underwarranty and because the manufacturer is taking care of this we as a distributorcannot interveneWe can however issue the customer a $in store credit asa courtesy which they can use on any future purchasePlease let me know ifyou have further quettions, or if you require additional information!Thank you!Judy B*** Customer Experience SupervisorLeisure Living *** *** ***
*** ** ***
***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. It is convenient that Leisure Living can now provide a copy of the Warranty. This needs to be available to their customers from the very beginning - online and enclosed with their product. After reading their warranty, not only would we be paying for a new cover of the same to include shipping (even though when placing an order online through their company webstore, the shipping is completely FREE for solar covers), the brand new cover would only be covered for the remaining four years vsyears based on the ORIGINAL purchase in 2011. The new cover does not come with it's own warranty according to their pdf Solar Warranty Coverage. We would have never ordered from them in if this information had been provided from the beginning and unless they honor the 50% replacement cost only without added shipping or handling charges, we will not be purchasing from them in the future. Only when they agree to the fair and final replacement cost amount, will we then spend additional money to ship the required inch sample they requested. It is important for customers to have all of the facts and information before making a purchase and they fell short. There are many complaints against them about their Warranty practices, but it doesn't seem to improve their approach or procedures, which does not make one comfortable or confident in purchasing from them in the future. The 'warranty' is being used to capture a new sale, not to warranty a defective product with an earned replacement. At the end of the day, the solar cover failed under wear and proper care and storage with an average use of to weeks of pool time per year - considerably less use than most climates. Regards, * ***
This is in response to complaint ID # [redacted] The complainant is unhappybecause we charged: our standard restocking fee on a solar reel she returned.She purchased the reel on 7/25/and called on 8/11/and asked to returnthe reelWe authorized the return and also issued fed ex call tags to pick it upfrom her as a courtesyNormally shipping costs are the customer's responsibility.When the return came back we processed the refund per our return policy.Because we already covered the return shipping costs for her we are not goingto refund the restocking fee at this timeI have included a copy of our terms ofsale showing or policy includes a 20% restocking feePlease let me know if youhave further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living ' [redacted]
Customer has opened complaint ID # [redacted] Customer is disputing shipping and handling charges in regards to a replacement solar cover under warrantyThe customer contacted our Customer Service Department on8/13/in regards to a warranty claim, for a 14x28, rectangular, mil, clear solar cover purchased 8/21/(internal order number [redacted] - see attached)Our Customer Service Department requested photos of the damage to the solar cover to determine if the damage was covered under the manufacturer's warranty guidelinesOn 8/18/the customer provided photos of the solar cover and upon review it was determined that the customer would be eligible for a warranty replacement solar coverThe customer was advised to provide a sample for the manufacturer's warranty purposes, and was advised of all costs associated with the replacement solar cover ($64.68.)Under the solar cover warranty terms (please see attached) the purchaser shall pay a percentage of the manufacturer's list price at the time of replacement and shall also be responsible for any handling or shipment fees for replacementAs this customers mil clear solar cover was purchased on 8/21/2011; the solar cover is currently within the 4th year of warranty coverage, therefore the customer is required to pay 50% of the solar covers current list price (please see attached listing- $x .50= $42.50.) The shipping fee ($12.23) is the cost to ship the solar cover which weighs approximately lbs; from our warehouse in Tonawanda NY, to the customer in Henry ILThere is also a handling fee ($9.95) and additional charges may apply for oversized coversThe total costs for the replacement solar cover under warranty are $On 8/20/the customer contacted our Customer Service Department regarding the costs associated with the replacement solar cover, and spoke to our Customer Service ManagerOur Customer Service Manager advised the customer we would gladly waive the $handling charge as a courtesy; however under the manufacturer's warranty guidelines the customer shall still pay a percentage of the manufacturer's list price at the time of replacement, and shall also be responsible for any handling or shipment fees for replacementThe customer was offered a discounted cost of$for a replacement solar cover under warrantyThe customer declined this offerIf the customer is still interested in purchasing the replacement solar cover; he may contact us directly and we would be happy to assist him in completing the order for his replacement solar cover, for the discounted cost of $Please let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia L [redacted] Customer Service Specialist
This is in response to complaint ID # [redacted] The complainant states that she is upset because her pool had not arrived at the time of her complaintHere is the sequence of eventsOn 6/5/she called and placed an order for a pool and assorted items pertaining to the poolThe order was placed and she was advised that while the assorted items would ship from our warehouses and arrive in a few days the pool itself would ship from the manufacturer in approximately weeksShe called us on 6/16/very upset because she had installers at her house but the pool had not yet been deliveredWe contacted the manufacturer and found they were right on scheduleThe pool was due to ship on 6/19/17,which was exactly weeks from the order dateIt shipped on the 19th and was delivered to her on 6/23/We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was dueShe states in her complaint dated 6/19/that she wants her pool and that has occurredHowever because she is so upset we have issued a $in store credit which she can use o n any future purchasePlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant states that as of the complaint date she is still waiting for a replacement pump or a refundThe customer placed an order for an above ground pool pumpShe called in June and stated that the pump was shooting sparksIt was troubleshoot by one of our custom sales people and it was determined that the customer used an extension cord which voids the warrantyHowever we offered to pick up the pump and test it which we didThe pool specialist who tested it found out that the cord was destroyed but that the motor works just fineSo he sent the pump back to the customer with a brand new cord and advised the customer not to install it using an extension cord and recommended that an electrician should be involved in the installation and set upWhen advised of this the customer was satisfied and stated she would close the Revdex.com complaintI have included notes from her account which documents the above informationPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warrantyThe warranty is very clear as to what is coveredSeam separation and delamination are the only two conditions that are covered The photo the complainant sent shows the cover is torn down the middleThe warranty specifically states that rips and tears are nqt coveredWe informed her of this and offered her a 15%discount on a replacementThis offer still standsI have attached a copy of the photo and a copy of the warranty for your convieiencePlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant was unhappy because she was not given a full refund when she refused delivery of a swimming poolThe Customer refused the pool on 6/6/and we refunded the customer days later per our return policyThis policy includes %restocking fee and the actual shipping charges from the freight companyThe customer then filed an American Express charge backThis charge back was decided in our favorSince then we have been in contact with the complainant and decided as a courtesy to refund the $restocking feeShe has expressed satisfaction with this outcomeTherefore we feel that this complaint should be closedPlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant is unhappybecause he cannot return a liner that he opened and attempted to installOurreturn policy clearly states that opened and unfolded liners are not returnablebecause they are not resalableIn his statement he also states that he receiveda partial refund for the liner but that it not the caseWe did issue a refund for$but this was because he ordered a new linerWe refunded 15% of thecost + $handling as a courtesy for placing two ordersI have attached acopy of the refund and the page of our return policy which clearly states the linercannot be returnedPlease let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living [redacted]
This is in response to complaint # [redacted] The complainant is unhappy with the quality of solar panels he purchased from us on 5/19/He contacted us on 6/10/and sent photo which showed a leaking panelWe sent out a no charge replacement the same dayThis complaint is the only contact we show sinceHowever, since it is clear that he has experienced issues with the panels right from the start, we have issued the $refund he requestedIt will be processed from our end and he should see it on his credit card within the next few daysI have included a copy for your conviencePlease let me know if you have further questions, or if you require additional information.Thank You,Judy [redacted] Customer Experience Supervisor
This is in response to complaint ID # [redacted] The complainant is unhappy that she cannot return a pool slide cover because it is over our day return policy.The purchase date was 11/24/and she called us on 1/26/requesting areturn authorizationThis is a full two months after the purchase dateTherefore she was told it could not be returnedHowever we are willing to make an exception, provided the cover is unused, unfolded and in it original packagingItmust be in resalable conditionOnce she sends it back and is returned to stock are fund less our 20% restocking fee will be processedI have issued a RMA (return authorization) for the returnThe number is [redacted] This number should be marked on the package when she sends it backI have included acopy of our return policy for your conveniencePlease let me know if you have further questions, or if you require additional information!Thank you! Judy [redacted] Customer Experience! Supervisor' Leisure Living [redacted]
Customer has opened complaint ID # [redacted] . This complaint is relating to a sales order that the customer placed over the web with our company on 2/18/2016 (web order number [redacted] ; internal order number [redacted] -see attached). This order was for qty 1 -1 [redacted] Pool Pump W/3 Ft Twist... Lock Plug.The customer contacted our Customer Service Department on 3/10/2016, and advised that she ordered the incorrect pump. The customer was advised per our Terms of Sale (please see attached) that the pump must be unopened, clean and in resalable condition. The customer was also advised that a 20% restocking fee will be charged for returns; original shipping and handling costs will not be refunded, and the customer is responsible for all return shipping costs.When the pump returned to our warehouse on 4/1/2016; upon inspection it was determined that the pump was unfortunately not in resalable condition, as it had been opened and used ·by the customer.As the pump was unfortunately not unopened, clean and in resalable condition; we were unable to return the pump to stock and refund the customer. The pump returned to the customer under FedEx tracking number [redacted] ; and was delivered to the customer on 4/6/2016 (please see attached).We would be happy to assist the customer in determining which pump would be compatible with their pool; the customer can contact us at [redacted] and request to speak with our Custom Sales Department. we would be happy to offer the customer a 15% discount, and free shipping and handling on the purchase of a new pump ..We apologize for the inconvenience the customer has experienced. Please let me know if you have further questions or concerns or if you need any additional information.Thank you,Tricia [redacted] Customer Service Specialist Leisure Living [redacted] ***
This is in response to complaint ID # [redacted] The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed upSo we asked him to send photo's which he didThe photos do not show much so it is difficult to access the problem He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement linerHe did not want the latter choice because of installation and water costsHe became irate and difficult to deal with (see attached notes) and we advised him to go through ***We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See attached)This should resolve the customer's complaintPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] . The complainant states he received the wrong size pool liner and would like a refund. But as you will see below, he clearly ordered the wrong size. And since it was open and he tried to install it he cannot return it for a refund.The following is the... sequence of events. On 5/27/2016 he placed an online order for a 24 round pool liner on our website [redacted] . It was delivered on 6/2/2016. On 6/6/2016 he called our customer service department and talked to one of our reps. He told her that he tried to install the pool liner but it was too big for his pool. Our rep asked him to send photo's showing measurements of his pool and of his liner but he refused stating that it was too much work to do so.He went on to say that he was just going to dispute the credit card charge and hung up. In the course of the investigation the rep noticed that he had ordered a 21 round pool cover from us In the past and noted this in his account. We did not hear anything else from him until we received this complaint. While looking into to this complaint I found another order from the same customer. On 6/12/2016 he placed another order. However this time he placed an order on our [redacted] site. The order is for a 21 round pool liner. It is due to be delivered to him today! He probably does not realize we are the same company. Therefore since this information clearly shows he ordered the wrong size liner we will not be issuing a refund as he requested. I have included copies of the purchase of both liners and the cover he purchased in 2010 and the notes from his account.Please let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience. Supervisor Leisure Living [redacted] ***
This is in response to complaint ID #***The complainant states that theyare unhappy with the solar reel they purchased on 7/2/On 7/14/theycalled and wanted to return the reel because they were not happy with it.However it had been installed and used and per our return policy (attached)
theywere told they could not do soThe customer was upset and asked to speak to asupervisor which he didAfter consulting with another supervisor it wasdetermined that as a courtesy the reel could be returned for an in-store creditThe customer agreed to this and the RMA was issuedThe customers wife calledback shortly after because she was not happy with the outcomeHowever theoffer still standsThey are more than welcome to send this back and we willprocess the creditI have included a copy of both the purchase and the creditand notes from the accountPlease let me know if you have further questions,or if you require additional information!Thank you!Judy ***Customer Experience SupervisorLeisure Living*** *** ***
*** ** ***
***
This is in response to complaint ID # ***The complainant is unhappy that the liner they purchased did not fit in their poolThey called us to let us know and sent photo'sOn 7/12/we made the determination that the wrong liner was sent to the customer so we issued a return authorization
to refund the customer in fullThis refund for $was processed on 7/15/Therefore the customer is all setI have included a copy of the refund for your conveniencePlease let me know if you have further questions, or if you require additional information.Thank You,Judy ***Customer Experience Supervisor
This is in response to complaint ID #***The complainant is unhappy with the terms of the manufacturer's warrantyOn 9/13/she placed her original orderThis is the date that the warranty is based onIt was replaced once under the terms of the warranty last yearThis year she contacted
us again and based under the manufacturers guidelines it was again coveredThe terms of this warranty are as followsBased on her purchase date there is a 60% proration and the actual shipping costs to California are $When her warranty was approved our rep offered to lower the proration to 50% and removed the heavy fees from the shipping as a courtesyThis brings her total to $We also gave her the option of purchasing a new cover which would start a new warranty for 20% off current retailEither of these offers still standsShe can submit a sample piece of her cover and we will replace it under the manufacturer's terms or she can call and we will extend the discounted price fora new coverPlease IEit me know if you have further questions, or if you require additional information!.Thank you!Judy *** Customer Experience Supervisor Leisure Living *** *** *** *** ** ***
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
We followed up with them and selected a liner to replace the defective one, then the company withdrew its offer to replace the liner, and offered to let us buy a new one instead This is when I filed the complaintThey quit responding to emails or phone calls I would also like to note that the liner they offered originally (that was withdrawn) was not even comparable to the one in question This year warranty liner did not even hold water for dayBased on the other cases discovered online regarding this company this is nothing new
Regards,
*** ***
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,
*** ***
This is in response to complaint ID #***The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturer's warranty.The customer purchased the cover on 6/9/On 01/17/he called to reportdamage to his coverHe was asked to send photo's which he didThe
photoswere examined, it showed bubble damage but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarrantyAt this point he was informed that bubble damage is not coveredWeoffered him a 20% off a replacement as a courtesy which he turned down.Because he is so upset I c:an extend that offer to 50% as a courtesyIf hechooses to take us up on that offer he can call to place an orderHe just needsto tell the sales rep to check the notes in his accountI have attached a copy ofthe manufacturers warranty and the photo for you conveniencePlease let meknow if you have further questions, or if you require additional information!Thank you!Judy ***Customer Experience SupervisorLeisure Living*** *** ***
*** ** ***
***
This is in response to complaint ID #***The complainant is unhappybecause the manufacturer is charging them proation per their warranty policy.The manufacturer also states that fading is not covered under warranty but theyare covering this as a courtesyTherefore because this is not covered
underwarranty and because the manufacturer is taking care of this we as a distributorcannot interveneWe can however issue the customer a $in store credit asa courtesy which they can use on any future purchasePlease let me know ifyou have further quettions, or if you require additional information!Thank you!Judy B*** Customer Experience SupervisorLeisure Living *** *** ***
*** ** ***
***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. It is convenient that Leisure Living can now provide a copy of the Warranty. This needs to be available to their customers from the very beginning - online and enclosed with their product. After reading their warranty, not only would we be paying for a new cover of the same to include shipping (even though when placing an order online through their company webstore, the shipping is completely FREE for solar covers), the brand new cover would only be covered for the remaining four years vsyears based on the ORIGINAL purchase in 2011. The new cover does not come with it's own warranty according to their pdf Solar Warranty Coverage. We would have never ordered from them in if this information had been provided from the beginning and unless they honor the 50% replacement cost only without added shipping or handling charges, we will not be purchasing from them in the future. Only when they agree to the fair and final replacement cost amount, will we then spend additional money to ship the required inch sample they requested. It is important for customers to have all of the facts and information before making a purchase and they fell short. There are many complaints against them about their Warranty practices, but it doesn't seem to improve their approach or procedures, which does not make one comfortable or confident in purchasing from them in the future. The 'warranty' is being used to capture a new sale, not to warranty a defective product with an earned replacement. At the end of the day, the solar cover failed under wear and proper care and storage with an average use of to weeks of pool time per year - considerably less use than most climates. Regards, * ***