This is in response to complaint ID ***the complainant is unhappy with two defective chairs they receivedI have looked at the notes and the photo's she sent and found that she is correctTherefore I have issued a RMA for a full refundWe are in the process of completing the full refund
for $I 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 because we no longer carry replacement cartridge filters for a filter tank she purchased on 6/3/She states she has called us three times about getting a replacement for this' cartridgeWe would like to be able to help
but the manufacturer no longer makes the filter or the cartridgeWe do not have any in stock, and we do not have any way to get themShe also states that this system is still on our web si~e but this is not the caseWe have not sold this system since The complainant may be able to get a replacement by contacting a filter cartridge manufacturerI am sorry but we are unable to help her at this timePlease let 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 find that this resolution is satisfactory to me. Regards, *** ***
Dear ***05/19/17This is in response to complaint ID #***The complainant states that weare not standing by a product he purchased last yearI have looked in to thisand found that this statement is incorrect First off he purchased the filter on4/22/17(copy enclosed) not last year as
stated and after he contacted us on4/19/we agreed to cover the filter under the terms of the warranty (accountnotes and warranty enclosed)The warranty terms are in part as followsIn thesecond year after purchase the manufacturer covers 10% of the replacementcost which is what we told the customerApparently he is unhappy with theterms of the manufacturer's warrantyBecause he is so unhappy I can offer a25% discount off a replacement filter as a one time courtesyAll he needs to dois contact our Customer Service department and we will extend the discount.Please let me know if you have further questions, or if you require additionalinformation!Thank you!Judy ***Customer Experience SupervisorLeisure Living*** *** ***
*** ** ***
***
Customer has opened complaint ID # ***Customer is stating the solar reel is not performing as advertisedWe apologize for the inconvenience the customer has experienced with this orderWe are honoring the customers request and refunding them in full for the item; and it will not be
necessary for the customer to return the item to us. Due to the custom shape of the customer's pool, modifications will need to be made for most solar reels to be used in conjunction with their poolThey may contact us directly if they would like further technical assistanceThe RMA ***- see attached) reflects the item cost of $279.99, minus $(portion of the original $discount on entire order), in addition to $NY State sales tax, for a total refund amount of $This refund will be processed first thing tomorrow; and then will take approximately 2-business days to reflect on the customer's accountPlease let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia L***
*** *** ***Leisure Living
This is in response to complaint ID #***The complainant states that he is unhappy with the solar cover he purchased on 6/3/He contacted us via email on 6/13/and requested a partial refundAfter an exchange of e-mails we offered and he accepted a 25% refundThis refund was issued and
processed in full as of 6/19/I have enclosed the notes from his account and a copy of the refund showing that this issue has been resolvedPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B*** Customer Experience Supervisor Leisure Living *** *** *** *** ** ***
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, *** ***
Customer has opened complaint ID # ***Customer is stating that merchandise is defective and should be covered under warrantyWe apologize for the inconvenience the customer has experienced; and while this damage is not normally covered under warranty, we would like to extend a courtesy and
honor the customer's request to cover the solar cover under warrantyThe customer will still be responsible to pay $for shipping andhandling of the replacement cover under warranty (please see attached); however we would like to upgrade the customer to the desired mil blue solar cover at no additional costThe customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warrantyPlease let me know if you have further questions or concerns or if you need any additional information. Thank you,Tricia LC***
This is in response to complaint ID # ***The complainant is unhappy that we will not waive the restocking fee on her refundThat continues to be our stanceWe feel we have been more than fair to the customer because we picked up the reel in question rather than have her ship it backAnd as noted before our return policy includes a 20% restocking feePlease let me know if you have further questions, or if you require additional informationThank You Judy ***
Hi Beth, This customer has contacted me directly, and I have created an order to get a new solar cover out to her at no charge. Please see attached sales order; the cover should ship out tomorrow and then will take approximately 4-business days to be delivered to herThank
you! Tricia L Customer Service Leisure Living Main Street Tonawanda, New York 716-773-x www.poolsupplies.com
As stated in the original complaintThe complainant is not a customer of oursThey simply purchased a home and with it a pool from someone who wasWe are under no obligation to assist this customerThat being said we did try to helpIn early July we contacted the manufacture and explained the situation, they offered to send them a mil liner at no charge as a courtesyThe complainant turned down this offerWe have also offered to sell them a liner at a discounted price,this offer still standsThey can contact our custom sales departmentThey will be happy to try to assist this customer get a replacement pool liner at a discounted priceOur phone number is *** Thank you,Judy ***Customer Service SupervisorLeisure Living
This is in response to complaint" ID #***The complainant states that he is unhappy with a reel that he purchased because it sagged slightlyHowever it was not defective so per our return policy he was told it could not be returned(I have included a copy of the policy for your convenience)
But because he is not happy with the reel we have decided that the customer can return it for are fundI have Issued a RMA (Return Authorization) it is # ***This number she be noted on the outside of the package when he sends it back.Once it is re turned we will process the refundPlease let 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.The company continues to ignore the fact that I was told by several of their employees that their pool reel was "easy" to installI had two professionals look at it (both of which I paid) and both independently concluded the equipment was not able to be installedHad Leisure Living been honest about the lack of feasibility of installing the reel, I never would have purchased itAll I would like is a full refund, as the reel was not able to be installed as stated (again by several of their employees)I stand by my complaint and will keep standing by itI'm asking the company to honor that I would get a fell refund, as that was also stated to me by their employees when I called to return the item. 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 The warranty replacement order was placed with Judy *** (Customer Experience Supervisor) on 8/7/2017, for the total amount of $44.53.
Regards,
*** ***
Revdex.com: I am taking this as they are giving me my money backthe way this is worded and stuff it's hard to understand what its actually sayingif I hit we refuse it then it kills everything and it could be they are trying to give my money back I have no clue because I don't understand itI got an email from them and it shows something being billed to me or shipped to me and I have no clue!
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 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.Regards,Michael Brown 1. This is the first opportunity that I have had to attach a copy of the warranty I was provided. The word "seam" does not appear in this document.2. Seller did state that I could submit pictures, but unless it documented a "failed seam", there was no use as this was their claimed warranty covered factor..... Again, this is not in the attached document.3. One hole was found, and several more depressions were in the same general area, looking exactly like the area where the small hole was located. 4. I have shut the pool down due to the water loss. The cover is installed and pictures now cannot be taken.*** ***
*** **
The response sent by the company is inaccurateThey offered a replacementWe accepted the and picked out a replacement liner Then after waiting for weeks with no response, I contacted them to find out that they were not going to honor the offer that they had promised usThen they offered to sell us one at a discount after going back on their offer to replace the liner
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 in previous coorespondence.The company is obviously has a understanding of what has happened; let me explain clearly explain the situationPool Supplies issued me a CREDIT for the first pool cover which completely failed during the warranty periodThey did not obligate me to buy the same product and stated I could use that credit however I wishedSo I could have used that credit to buy 3" chlorine tabletsI am using that product (chlorine tablets) as an example because I buy hundred of dollars of chlorine tablets every year from Pool SuppliesI could of purchased other items as well - the option was mine as to how the credit was usedThis is a obviously a FACT because the company did allow me to purchase a different item, i.ea different size pool coverI was also told on the phone that I could use that credit however I wanted.So I was issued a 'credit'Now lets say I did purchase the chlorine tablets with the credit and then purchased the new pool cover with moneyGuess what I would have had a brand new warranty period on the new pool cover and my cash cost would have been the exact same as it is now. In addition, the company never notified me that the warranty of the new item was not the warranty as they advertised (and which was mailed to me along with the product) and that the term would be impacted by the past failures of a different pool cover.Regards,*** ***
This is in response to complaint ID ***the complainant is unhappy with two defective chairs they receivedI have looked at the notes and the photo's she sent and found that she is correctTherefore I have issued a RMA for a full refundWe are in the process of completing the full refund
for $I 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 because we no longer carry replacement cartridge filters for a filter tank she purchased on 6/3/She states she has called us three times about getting a replacement for this' cartridgeWe would like to be able to help
but the manufacturer no longer makes the filter or the cartridgeWe do not have any in stock, and we do not have any way to get themShe also states that this system is still on our web si~e but this is not the caseWe have not sold this system since The complainant may be able to get a replacement by contacting a filter cartridge manufacturerI am sorry but we are unable to help her at this timePlease let 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 find that this resolution is satisfactory to me. Regards, *** ***
Dear ***05/19/17This is in response to complaint ID #***The complainant states that weare not standing by a product he purchased last yearI have looked in to thisand found that this statement is incorrect First off he purchased the filter on4/22/17(copy enclosed) not last year as
stated and after he contacted us on4/19/we agreed to cover the filter under the terms of the warranty (accountnotes and warranty enclosed)The warranty terms are in part as followsIn thesecond year after purchase the manufacturer covers 10% of the replacementcost which is what we told the customerApparently he is unhappy with theterms of the manufacturer's warrantyBecause he is so unhappy I can offer a25% discount off a replacement filter as a one time courtesyAll he needs to dois contact our Customer Service department and we will extend the discount.Please let me know if you have further questions, or if you require additionalinformation!Thank you!Judy ***Customer Experience SupervisorLeisure Living*** *** ***
*** ** ***
***
Customer has opened complaint ID # ***Customer is stating the solar reel is not performing as advertisedWe apologize for the inconvenience the customer has experienced with this orderWe are honoring the customers request and refunding them in full for the item; and it will not be
necessary for the customer to return the item to us. Due to the custom shape of the customer's pool, modifications will need to be made for most solar reels to be used in conjunction with their poolThey may contact us directly if they would like further technical assistanceThe RMA ***- see attached) reflects the item cost of $279.99, minus $(portion of the original $discount on entire order), in addition to $NY State sales tax, for a total refund amount of $This refund will be processed first thing tomorrow; and then will take approximately 2-business days to reflect on the customer's accountPlease let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia L***
*** *** ***Leisure Living
This is in response to complaint ID #***The complainant states that he is unhappy with the solar cover he purchased on 6/3/He contacted us via email on 6/13/and requested a partial refundAfter an exchange of e-mails we offered and he accepted a 25% refundThis refund was issued and
processed in full as of 6/19/I have enclosed the notes from his account and a copy of the refund showing that this issue has been resolvedPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B*** Customer Experience Supervisor Leisure Living *** *** *** *** ** ***
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, *** ***
Customer has opened complaint ID # ***Customer is stating that merchandise is defective and should be covered under warrantyWe apologize for the inconvenience the customer has experienced; and while this damage is not normally covered under warranty, we would like to extend a courtesy and
honor the customer's request to cover the solar cover under warrantyThe customer will still be responsible to pay $for shipping andhandling of the replacement cover under warranty (please see attached); however we would like to upgrade the customer to the desired mil blue solar cover at no additional costThe customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warrantyPlease let me know if you have further questions or concerns or if you need any additional information. Thank you,Tricia LC***
This is in response to complaint ID # ***The complainant is unhappy that we will not waive the restocking fee on her refundThat continues to be our stanceWe feel we have been more than fair to the customer because we picked up the reel in question rather than have her ship it backAnd as noted before our return policy includes a 20% restocking feePlease let me know if you have further questions, or if you require additional informationThank You Judy ***
Hi Beth, This customer has contacted me directly, and I have created an order to get a new solar cover out to her at no charge. Please see attached sales order; the cover should ship out tomorrow and then will take approximately 4-business days to be delivered to herThank
you! Tricia L Customer Service Leisure Living Main Street Tonawanda, New York 716-773-x www.poolsupplies.com
As stated in the original complaintThe complainant is not a customer of oursThey simply purchased a home and with it a pool from someone who wasWe are under no obligation to assist this customerThat being said we did try to helpIn early July we contacted the manufacture and explained the situation, they offered to send them a mil liner at no charge as a courtesyThe complainant turned down this offerWe have also offered to sell them a liner at a discounted price,this offer still standsThey can contact our custom sales departmentThey will be happy to try to assist this customer get a replacement pool liner at a discounted priceOur phone number is *** Thank you,Judy ***Customer Service SupervisorLeisure Living
This is in response to complaint" ID #***The complainant states that he is unhappy with a reel that he purchased because it sagged slightlyHowever it was not defective so per our return policy he was told it could not be returned(I have included a copy of the policy for your convenience)
But because he is not happy with the reel we have decided that the customer can return it for are fundI have Issued a RMA (Return Authorization) it is # ***This number she be noted on the outside of the package when he sends it back.Once it is re turned we will process the refundPlease let 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.The company continues to ignore the fact that I was told by several of their employees that their pool reel was "easy" to installI had two professionals look at it (both of which I paid) and both independently concluded the equipment was not able to be installedHad Leisure Living been honest about the lack of feasibility of installing the reel, I never would have purchased itAll I would like is a full refund, as the reel was not able to be installed as stated (again by several of their employees)I stand by my complaint and will keep standing by itI'm asking the company to honor that I would get a fell refund, as that was also stated to me by their employees when I called to return the item. 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 The warranty replacement order was placed with Judy *** (Customer Experience Supervisor) on 8/7/2017, for the total amount of $44.53.
Regards,
*** ***
Revdex.com: I am taking this as they are giving me my money backthe way this is worded and stuff it's hard to understand what its actually sayingif I hit we refuse it then it kills everything and it could be they are trying to give my money back I have no clue because I don't understand itI got an email from them and it shows something being billed to me or shipped to me and I have no clue!
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 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.Regards,Michael Brown 1. This is the first opportunity that I have had to attach a copy of the warranty I was provided. The word "seam" does not appear in this document.2. Seller did state that I could submit pictures, but unless it documented a "failed seam", there was no use as this was their claimed warranty covered factor..... Again, this is not in the attached document.3. One hole was found, and several more depressions were in the same general area, looking exactly like the area where the small hole was located. 4. I have shut the pool down due to the water loss. The cover is installed and pictures now cannot be taken.*** ***
*** **
The response sent by the company is inaccurateThey offered a replacementWe accepted the and picked out a replacement liner Then after waiting for weeks with no response, I contacted them to find out that they were not going to honor the offer that they had promised usThen they offered to sell us one at a discount after going back on their offer to replace the liner
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 in previous coorespondence.The company is obviously has a understanding of what has happened; let me explain clearly explain the situationPool Supplies issued me a CREDIT for the first pool cover which completely failed during the warranty periodThey did not obligate me to buy the same product and stated I could use that credit however I wishedSo I could have used that credit to buy 3" chlorine tabletsI am using that product (chlorine tablets) as an example because I buy hundred of dollars of chlorine tablets every year from Pool SuppliesI could of purchased other items as well - the option was mine as to how the credit was usedThis is a obviously a FACT because the company did allow me to purchase a different item, i.ea different size pool coverI was also told on the phone that I could use that credit however I wanted.So I was issued a 'credit'Now lets say I did purchase the chlorine tablets with the credit and then purchased the new pool cover with moneyGuess what I would have had a brand new warranty period on the new pool cover and my cash cost would have been the exact same as it is now. In addition, the company never notified me that the warranty of the new item was not the warranty as they advertised (and which was mailed to me along with the product) and that the term would be impacted by the past failures of a different pool cover.Regards,*** ***
see attached