This is in response to complaint ID #[redacted]. The complainant is upset because one of his reel tubes was damaged and at the time of his complaint still not replaced. On 5/1/17 the customer contacted us about the damaged reel pole.After several e-mails back and forth it was determined which of his...
poles was damaged. At that point a replacement order was placed but it had to be ordered in from an offsite warehouse which caused a delay. However it did ship on 5/10/17 and was delivered on 5/12/17. We are very sorry for the delay and that the customer is not happy! Therefore we have issued $40.00 in store credit which he can use on any future called in purchase. Please 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]. The customer is disputing our return policy regarding the items return condition. This charge was relating to a sales order that the customer placed over the web with our company (web order number [redacted]; internal order number [redacted] - see...
attached). The sales order was for QTY 1- [redacted] INGROUND AUTOMATIC POOL CLEANER. This order was placed on 2/12/2015 and was delivered on 2/17/2015 under FedEx tracking number [redacted] (see attached). The customer contacted our Customer Service Department on 3/4/2015 and stated they would like to return their unopened cleaner. The customer was advised per our terms of sale (see attached) that if the item was returned in resalable condition; they would receive a direct refund. The cleaner was not returned by the customer. The customer contacted our Customer Service Department again on 7/27/2015; and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer per our terms of sale; we accept returns on most orders within 30 days of purchase, however if the item was returnedin resalable condition, we would be happy to issue an in store credit to be used towards another purchase. The customer returned the item to our warehouse, and upon inspection the item appeared to have been opened and used; as it was returned with sand in the cleaner, hose and box. Per our terms of sale, returned items must be unopened, clean and in resalable condition; otherwise they are non refundable. On 8/3/2015 our Customer Service Manager contacted the customer and advised that due to the item being returned in non resalable condition, that it was non refundable; and being returned back to them. The item was returned back to the customer on 8/6/2015 under [redacted] tracking number [redacted] (see attached). Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. C Customer Service Specialist Leisure Living
Tell us why here... Revdex.com 08/11/17[redacted]...⇄ [redacted]Complaint ID#[redacted]Dear [redacted]This is in response to complaint ID #[redacted]. The complainant is unhappy with the resolution we offered on the original complaint. In his rebuttal he states that he did not receive the replacement pool parts. I looked in to this and found out that is correct. The manufacturer sent the parts but they did not get delivered they were sent back to them instead of the customer. Because of this new information we have decided to refund the customer in full, provided that he allows us to pick up the skimmer, pool liner and filter system that we shipped along with the damaged pool. Once we are able to pick those items up and return them to stock we will process the refund. The customer can contact us at [redacted] to arrange for the pick up. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Superviso rLeisure Living [redacted]
This is in response to complaint ID # [redacted]. The complainant states the pool liner he purchased is too small. I checked his information and found that he filed a [redacted] dispute and has already been issued a refund for the liner. Therefore, he is all set. I have included a copy of the [redacted]...
refund for your convenience. Please let me know if you have any further questions, or if you require additional information.Thank You,Judy [redacted]Customer Experience Supervisor
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.Regards,[redacted] What do they mean by the two statements of what is covered in the warranty-delamination and seam ? The cover didn't even last a year so there is definitely something wrong with their products. I would like to receive a full refund and a copy of their 10 year warranty. Since we had bought a previous cover from them that didn't last very long either, I do not wish to purchase another defective product from them. Thank you.
This is in response to complaint ID #[redacted]. The complainant states that thepool liner they just installed has a seam separation. The pool liner in questionwas purchased in April of this year by our customer [redacted]. (Sales orderattached). Apparently he sold his house and along with it his...
pool to thecomplainant. Mrs. [redacted] contacted us in June stating that the liner is leaking.Although this is not our customer we contacted the manufacturer as a courtesy.At that time the manufacturer was willing to send them a 20 mil liner at nocharge but the complainant said that was unacceptable. Even though we areunder no obligation to do so, we are trying to work with the complainant to get areplacement liner but so far they have turned down our offer and except for thiscomplaint we have not heard from them since 7/18/2017. I have attached thenotes from the purchasers account. Please let me know if you have furtherquestions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
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.This is completely incorrect. These people are not telling the truth. They did not send me a 24 pool liner. They sent me a liner bigger than 24 feet. Moreover, I ordered a pool liner from [redacted], which now, knowing that it is the same company, misrepresenting themselves as another company, I will be returning. They assume that I have a 21 foot pool because of a previous order. They are unaware that I install pool liners for people, hence the orders for different liners.Regards,[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappy with the terms of the manufacturers warranty on his solar cover and is unhappy with the cost for replacing it. He purchased it on 6/5/14 and contacted us on 7/19/17 which puts him in to the forth year of the warranty. He sent...
us photos and it was determined to be covered. Based on his purchase date his proration is 45%.Therefore his cost for replacement is $65.25 + $70.48 (shipping 44.53 + heavy fee 15.00 + 10.95 handling) = $135.73 for replacement. As he is so unhappy with the manufacturers warranty costs we will waive the proration, heavy fee and handling so his new total will be $44.53. He can call and we will replace it at the adjusted price. I have enclosed a copy of the manufacturers warranty for your convenience. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience Supervisor Leisure Living[redacted]
[redacted]
[redacted]
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.The original cover was purchased in fall 2013 and was broken in pieces in the 2nd summer. When I called the company about the problem, the sales rep recommended a different brand to me which was "Clear Diamond", it
costs $60 more than the original one so I paid the difference plus shipping for the replacement cover and thought that would last for years as the rep told me. However, the replacement that I received was supposed be much better quality, yet the plastic bubbles have been
falling off the cover during the first 3 months of use, layers and layers of them float on the water when every time I uncover the pool and I had to spend at least 20 minutes trying to get them out with a net, I swim everyday in summer and am really tired of dealing with those plastic bubbles. We use solar cover only in summer which is about 4 months a year and the replacement cover is unusable after 3 months of use, it is a lot worse than
the original one I got. It is a
common sense that if the replacement product that consumer paid extra
to upgrade to turns out worse than the original one, and
when the consumer comes to you for a justice, you don't just throw your
warranty policies at their faces and tell them that they're basically
screwed and just deal with the 3-month of product lifetime on their own simply because it's a "replacement". In
my case, this cover did not even work property for 3 months, the
bubbles started falling off after few days since we started
using it in June this year and it has reached a point that I cannot deal with it any more. I uploaded a short video on YouTube that clearly shows the bubbles on the cover became crispy within 3 months and can be easily wiped off the cover by hand, [redacted]Our pool cleaning guy who comes once a week told me that not to
use this cover any more after he spent an entire 40 minutes to clean
most of the bubbles out of the pool few days ago. There were still some in the water
and he said that he would get it done next week as he had other pools need to work on before sunset. He said that the bubbles affected the water quality and
if I keep using this cover, they would have to cancel our contract with
them. I attached a photo of the current condition of the replacement cover as of 9/20/16,
the condition seems worse everyday, it had been rolled up for few days since the pool guy told me to stop using it. We unrolled it today because we were replacing a part on the solar cover reel, I surprisingly found some big long rips in the pool that were not there few days ago, I wasn't in a shock or anything because I was aware of the bubbles becoming crispy, I was more disappointed and frustrated than surprised. The company should have reported this issue to the manufacturer for an explanation by now, but they didn't, they were more interested in repeating their warranty terms to the world and figuring out a "deal" that looks like a favor the consumer but actually is just a math game to cover their own cost. This company has some tricky and careless reps. I trusted them and went by their recommendation when choosing the replacement after last summer, I
paid an extra $60 to upgrade to a worse product plus 100% of shipping, I will accept a different brand of new cover at no cost to me and I agree to provide the company with a pre paid shipping label and cover the postage 100% (again). This cover is $20 cheaper than the replacement cover that I have now and is what I will accept: [redacted]I do not care for a new warranty with the 2nd replacement, their warranty policy is NOT used to stand behind products but to look after their wallet. After sending a defective replacement at consumer's shipping cost, they get you by the original date of purchase and their "pro-ration rate", they make sure that the rate is more than enough to cover their cost and that the consumer pays for shipping every time, so what to lose?!. That is not how a reputable company stands behind their product especially after the product breaks down in a year or so and the replacement breaks in 3 months. The price that they quoted me for the 2nd replacement after their pro-ration rate and "discounts" was only $7 cheaper than buying a new cover with full warranty, that was an insult to me and it angers me. I will send the company a 12"x12" sample of the defective cover as soon as I hear back from them.Regards,
[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 refund. The customer placed an order for an above ground pool pump. She called in June and stated that the pump was shooting sparks. It was...
troubleshoot by one of our custom sales people and it was determined that the customer used an extension cord which voids the warranty. However we offered to pick up the pump and test it which we did. The pool specialist who tested it found out that the cord was destroyed but that the motor works just fine. So 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 up. When advised of this the customer was satisfied and stated she would close the Revdex.com complaint. I have included notes from her account which documents the above information. 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]
As stated in the original response. The damage to the complainant's cover is not covered under warranty. However because he is so upset we will replace it for him as a one time courtesy at our cost of 42.70. All he has to do is call one of our sales reps at [redacted] and ask them to look in the notes in his account. Thank you.
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. Regards, [redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappybecause he cannot return a liner that he opened and attempted to install. Ourreturn policy clearly states that opened and unfolded liners are not returnablebecause they are not resalable. In his statement he also states that he...
receiveda partial refund for the liner but that it not the case. We did issue a refund for$54.45 but this was because he ordered a new liner. We refunded 15% of thecost + $10.95 handling as a courtesy for placing two orders. I have attached acopy of the refund and the page of our return policy which clearly states the linercannot be returned. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
[redacted]
[redacted]
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.Regards,[redacted] I completely disagree with the business's handling of this situation. I wish I didn't have to return the pool reel, but I (nor a professional pool person, in addition to another professional handyman) could not install the piece of equipment after having been told by the company that it was "easy to install". So, this is 100% unfair to charge me a restocking fee after the company reassured me that it would be no problem to install. I would like a refund of the stocking fee because they did not honor the fact that the equipment was unable to be installed (out of my control, not what they claimed about it being easy to install -was definitely not).
Kind regards,
[redacted]
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.]Regards,[redacted]
The company stated that the pump was plugged into an extension cord and that was not correct. The pump was first plugged into the ac outlet and it shot sparks which meant that the cord/plug was grounded wrong. My husband then checked it withe extension cord and it still shot sparks which confirmed that the pumps cord was ground wrong. The pump was new and should have been taken back with no problem. I should not have had to file a complaint with the Revdex.com. The pump was shipped back to me but my husband has not had time to check it out. Upon checking the pump, if it is found to work properly, I will then close this case.
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 complaint. Here is the sequence of events. On 6/5/17 she called and placed an order for a pool and assorted items pertaining to the pool. The 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 2 weeks. She called us on 6/16/17 very upset because she had installers at her house but the pool had not yet been delivered. We contacted the manufacturer and found they were right on schedule. The pool was due to ship on 6/19/17,which was exactly 2 weeks from the order date. It shipped on the 19th and was delivered to her on 6/23/17. We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was due. She states in her complaint dated 6/19/17 that she wants her pool and that has occurred. However because she is so upset we have issued a $100.00 in store credit which she can use o n any future purchase. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience Supervisor Leisure Living[redacted]
[redacted]
[redacted]
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 7/25/16 and called on 8/11/16 and asked to returnthe reel. We authorized the return and also issued fed ex call tags to pick...
it upfrom her as a courtesy. Normally 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 time. I have included a copy of our terms ofsale showing or policy includes a 20% restocking fee. Please let me know if youhave further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living '[redacted]
[redacted]
[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappy withthe terms of the manufacturer's warranty. The original purchase date was6/9/2013. It was replaced once under warranty on 9/29/15 he also requested alarger cover so he paid the price difference. He contacted us again at the...
end ofMarch and again his cover was determined to be covered under the warranty.Under the terms of the warranty he is required to pay 155.99 in proration and19.18 for shipping/handling for a total of 175.17. He is not happy with this.Therefore as a one time courtesy we can offer 50% off of the current retailwhich is 119.99. I have notes this in his account so all he has to do is call us andwe will place his order. For your convenience I have enclosed copies of hisoriginal order, the replacement order, and notes from his account. Please let meknow if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
[redacted]
[redacted]
This is in response to complaint ID #[redacted]. The complainant states that they are unhappy with the quality of two solar covers they received and of the terms of the manufacturers warranty. They have requested either a refund or are placement of a different cover. Therefore as they have purchased 2...
clear 16 mil solar covers we have decided to send them an item number [redacted] which is an 16 mil ultimate blue one as a no charge courtesy (copy of the order is attached). This should resolve the customer's complaint. 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]
[redacted]
[redacted]
This is in response tp complaint ID #[redacted]. The complainant is unhappy with the manufacturer's warranty costs for his solar cover replacement. He purchased the solar cover 3 years ago and based on this he is in the prorated portion of his warranty. He is required to pay 60% proration; current...
retail$69.99 x 60% = $41.99 and $22.30 for shipping bring his total to $64.29. We cannot waive the manufacturers' proration but because the complainant is so unhappy we will cover the shipping cost as a courtesy. Therefore all he needs to do is submit a 12" x 12" piece of the cover and we will send him a replacement for $41.99. I have includuded a copy of the manufactures warranty for your convenience. Please jet me know if you have further questions, or if you requirea dditional information!
This is in response to complaint ID #[redacted]. The complainant is upset because one of his reel tubes was damaged and at the time of his complaint still not replaced. On 5/1/17 the customer contacted us about the damaged reel pole.After several e-mails back and forth it was determined which of his...
poles was damaged. At that point a replacement order was placed but it had to be ordered in from an offsite warehouse which caused a delay. However it did ship on 5/10/17 and was delivered on 5/12/17. We are very sorry for the delay and that the customer is not happy! Therefore we have issued $40.00 in store credit which he can use on any future called in purchase. Please 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]. The customer is disputing our return policy regarding the items return condition. This charge was relating to a sales order that the customer placed over the web with our company (web order number [redacted]; internal order number [redacted] - see...
attached). The sales order was for QTY 1- [redacted] INGROUND AUTOMATIC POOL CLEANER. This order was placed on 2/12/2015 and was delivered on 2/17/2015 under FedEx tracking number [redacted] (see attached). The customer contacted our Customer Service Department on 3/4/2015 and stated they would like to return their unopened cleaner. The customer was advised per our terms of sale (see attached) that if the item was returned in resalable condition; they would receive a direct refund. The cleaner was not returned by the customer. The customer contacted our Customer Service Department again on 7/27/2015; and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer per our terms of sale; we accept returns on most orders within 30 days of purchase, however if the item was returnedin resalable condition, we would be happy to issue an in store credit to be used towards another purchase. The customer returned the item to our warehouse, and upon inspection the item appeared to have been opened and used; as it was returned with sand in the cleaner, hose and box. Per our terms of sale, returned items must be unopened, clean and in resalable condition; otherwise they are non refundable. On 8/3/2015 our Customer Service Manager contacted the customer and advised that due to the item being returned in non resalable condition, that it was non refundable; and being returned back to them. The item was returned back to the customer on 8/6/2015 under [redacted] tracking number [redacted] (see attached). Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. C Customer Service Specialist Leisure Living
Tell us why here... Revdex.com 08/11/17[redacted]...⇄ [redacted]Complaint ID#[redacted]Dear [redacted]This is in response to complaint ID #[redacted]. The complainant is unhappy with the resolution we offered on the original complaint. In his rebuttal he states that he did not receive the replacement pool parts. I looked in to this and found out that is correct. The manufacturer sent the parts but they did not get delivered they were sent back to them instead of the customer. Because of this new information we have decided to refund the customer in full, provided that he allows us to pick up the skimmer, pool liner and filter system that we shipped along with the damaged pool. Once we are able to pick those items up and return them to stock we will process the refund. The customer can contact us at [redacted] to arrange for the pick up. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Superviso rLeisure Living [redacted]
This is in response to complaint ID # [redacted]. The complainant states the pool liner he purchased is too small. I checked his information and found that he filed a [redacted] dispute and has already been issued a refund for the liner. Therefore, he is all set. I have included a copy of the [redacted]...
refund for your convenience. Please let me know if you have any further questions, or if you require additional information.Thank You,Judy [redacted]Customer Experience Supervisor
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.Regards,[redacted] What do they mean by the two statements of what is covered in the warranty-delamination and seam ? The cover didn't even last a year so there is definitely something wrong with their products. I would like to receive a full refund and a copy of their 10 year warranty. Since we had bought a previous cover from them that didn't last very long either, I do not wish to purchase another defective product from them. Thank you.
This is in response to complaint ID #[redacted]. The complainant states that thepool liner they just installed has a seam separation. The pool liner in questionwas purchased in April of this year by our customer [redacted]. (Sales orderattached). Apparently he sold his house and along with it his...
pool to thecomplainant. Mrs. [redacted] contacted us in June stating that the liner is leaking.Although this is not our customer we contacted the manufacturer as a courtesy.At that time the manufacturer was willing to send them a 20 mil liner at nocharge but the complainant said that was unacceptable. Even though we areunder no obligation to do so, we are trying to work with the complainant to get areplacement liner but so far they have turned down our offer and except for thiscomplaint we have not heard from them since 7/18/2017. I have attached thenotes from the purchasers account. Please let me know if you have furtherquestions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
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.This is completely incorrect. These people are not telling the truth. They did not send me a 24 pool liner. They sent me a liner bigger than 24 feet. Moreover, I ordered a pool liner from [redacted], which now, knowing that it is the same company, misrepresenting themselves as another company, I will be returning. They assume that I have a 21 foot pool because of a previous order. They are unaware that I install pool liners for people, hence the orders for different liners.Regards,[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappy with the terms of the manufacturers warranty on his solar cover and is unhappy with the cost for replacing it. He purchased it on 6/5/14 and contacted us on 7/19/17 which puts him in to the forth year of the warranty. He sent...
us photos and it was determined to be covered. Based on his purchase date his proration is 45%.Therefore his cost for replacement is $65.25 + $70.48 (shipping 44.53 + heavy fee 15.00 + 10.95 handling) = $135.73 for replacement. As he is so unhappy with the manufacturers warranty costs we will waive the proration, heavy fee and handling so his new total will be $44.53. He can call and we will replace it at the adjusted price. I have enclosed a copy of the manufacturers warranty for your convenience. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience Supervisor Leisure Living[redacted]
[redacted]
[redacted]
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.The original cover was purchased in fall 2013 and was broken in pieces in the 2nd summer. When I called the company about the problem, the sales rep recommended a different brand to me which was "Clear Diamond", it
costs $60 more than the original one so I paid the difference plus shipping for the replacement cover and thought that would last for years as the rep told me. However, the replacement that I received was supposed be much better quality, yet the plastic bubbles have been
falling off the cover during the first 3 months of use, layers and layers of them float on the water when every time I uncover the pool and I had to spend at least 20 minutes trying to get them out with a net, I swim everyday in summer and am really tired of dealing with those plastic bubbles. We use solar cover only in summer which is about 4 months a year and the replacement cover is unusable after 3 months of use, it is a lot worse than
the original one I got. It is a
common sense that if the replacement product that consumer paid extra
to upgrade to turns out worse than the original one, and
when the consumer comes to you for a justice, you don't just throw your
warranty policies at their faces and tell them that they're basically
screwed and just deal with the 3-month of product lifetime on their own simply because it's a "replacement". In
my case, this cover did not even work property for 3 months, the
bubbles started falling off after few days since we started
using it in June this year and it has reached a point that I cannot deal with it any more. I uploaded a short video on YouTube that clearly shows the bubbles on the cover became crispy within 3 months and can be easily wiped off the cover by hand, [redacted]Our pool cleaning guy who comes once a week told me that not to
use this cover any more after he spent an entire 40 minutes to clean
most of the bubbles out of the pool few days ago. There were still some in the water
and he said that he would get it done next week as he had other pools need to work on before sunset. He said that the bubbles affected the water quality and
if I keep using this cover, they would have to cancel our contract with
them. I attached a photo of the current condition of the replacement cover as of 9/20/16,
the condition seems worse everyday, it had been rolled up for few days since the pool guy told me to stop using it. We unrolled it today because we were replacing a part on the solar cover reel, I surprisingly found some big long rips in the pool that were not there few days ago, I wasn't in a shock or anything because I was aware of the bubbles becoming crispy, I was more disappointed and frustrated than surprised. The company should have reported this issue to the manufacturer for an explanation by now, but they didn't, they were more interested in repeating their warranty terms to the world and figuring out a "deal" that looks like a favor the consumer but actually is just a math game to cover their own cost. This company has some tricky and careless reps. I trusted them and went by their recommendation when choosing the replacement after last summer, I
paid an extra $60 to upgrade to a worse product plus 100% of shipping, I will accept a different brand of new cover at no cost to me and I agree to provide the company with a pre paid shipping label and cover the postage 100% (again). This cover is $20 cheaper than the replacement cover that I have now and is what I will accept: [redacted]I do not care for a new warranty with the 2nd replacement, their warranty policy is NOT used to stand behind products but to look after their wallet. After sending a defective replacement at consumer's shipping cost, they get you by the original date of purchase and their "pro-ration rate", they make sure that the rate is more than enough to cover their cost and that the consumer pays for shipping every time, so what to lose?!. That is not how a reputable company stands behind their product especially after the product breaks down in a year or so and the replacement breaks in 3 months. The price that they quoted me for the 2nd replacement after their pro-ration rate and "discounts" was only $7 cheaper than buying a new cover with full warranty, that was an insult to me and it angers me. I will send the company a 12"x12" sample of the defective cover as soon as I hear back from them.Regards,
[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 refund. The customer placed an order for an above ground pool pump. She called in June and stated that the pump was shooting sparks. It was...
troubleshoot by one of our custom sales people and it was determined that the customer used an extension cord which voids the warranty. However we offered to pick up the pump and test it which we did. The pool specialist who tested it found out that the cord was destroyed but that the motor works just fine. So 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 up. When advised of this the customer was satisfied and stated she would close the Revdex.com complaint. I have included notes from her account which documents the above information. 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]
As stated in the original response. The damage to the complainant's cover is not covered under warranty. However because he is so upset we will replace it for him as a one time courtesy at our cost of 42.70. All he has to do is call one of our sales reps at [redacted] and ask them to look in the notes in his account. Thank you.
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. Regards, [redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappybecause he cannot return a liner that he opened and attempted to install. Ourreturn policy clearly states that opened and unfolded liners are not returnablebecause they are not resalable. In his statement he also states that he...
receiveda partial refund for the liner but that it not the case. We did issue a refund for$54.45 but this was because he ordered a new liner. We refunded 15% of thecost + $10.95 handling as a courtesy for placing two orders. I have attached acopy of the refund and the page of our return policy which clearly states the linercannot be returned. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
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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.Regards,[redacted] I completely disagree with the business's handling of this situation. I wish I didn't have to return the pool reel, but I (nor a professional pool person, in addition to another professional handyman) could not install the piece of equipment after having been told by the company that it was "easy to install". So, this is 100% unfair to charge me a restocking fee after the company reassured me that it would be no problem to install. I would like a refund of the stocking fee because they did not honor the fact that the equipment was unable to be installed (out of my control, not what they claimed about it being easy to install -was definitely not).
Kind regards,
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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.]Regards,[redacted]
The company stated that the pump was plugged into an extension cord and that was not correct. The pump was first plugged into the ac outlet and it shot sparks which meant that the cord/plug was grounded wrong. My husband then checked it withe extension cord and it still shot sparks which confirmed that the pumps cord was ground wrong. The pump was new and should have been taken back with no problem. I should not have had to file a complaint with the Revdex.com. The pump was shipped back to me but my husband has not had time to check it out. Upon checking the pump, if it is found to work properly, I will then close this case.
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 complaint. Here is the sequence of events. On 6/5/17 she called and placed an order for a pool and assorted items pertaining to the pool. The 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 2 weeks. She called us on 6/16/17 very upset because she had installers at her house but the pool had not yet been delivered. We contacted the manufacturer and found they were right on schedule. The pool was due to ship on 6/19/17,which was exactly 2 weeks from the order date. It shipped on the 19th and was delivered to her on 6/23/17. We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was due. She states in her complaint dated 6/19/17 that she wants her pool and that has occurred. However because she is so upset we have issued a $100.00 in store credit which she can use o n any future purchase. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience Supervisor Leisure Living[redacted]
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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 7/25/16 and called on 8/11/16 and asked to returnthe reel. We authorized the return and also issued fed ex call tags to pick...
it upfrom her as a courtesy. Normally 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 time. I have included a copy of our terms ofsale showing or policy includes a 20% restocking fee. Please let me know if youhave further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living '[redacted]
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This is in response to complaint ID #[redacted]. The complainant is unhappy withthe terms of the manufacturer's warranty. The original purchase date was6/9/2013. It was replaced once under warranty on 9/29/15 he also requested alarger cover so he paid the price difference. He contacted us again at the...
end ofMarch and again his cover was determined to be covered under the warranty.Under the terms of the warranty he is required to pay 155.99 in proration and19.18 for shipping/handling for a total of 175.17. He is not happy with this.Therefore as a one time courtesy we can offer 50% off of the current retailwhich is 119.99. I have notes this in his account so all he has to do is call us andwe will place his order. For your convenience I have enclosed copies of hisoriginal order, the replacement order, and notes from his account. Please let meknow if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
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This is in response to complaint ID #[redacted]. The complainant states that they are unhappy with the quality of two solar covers they received and of the terms of the manufacturers warranty. They have requested either a refund or are placement of a different cover. Therefore as they have purchased 2...
clear 16 mil solar covers we have decided to send them an item number [redacted] which is an 16 mil ultimate blue one as a no charge courtesy (copy of the order is attached). This should resolve the customer's complaint. 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]
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This is in response tp complaint ID #[redacted]. The complainant is unhappy with the manufacturer's warranty costs for his solar cover replacement. He purchased the solar cover 3 years ago and based on this he is in the prorated portion of his warranty. He is required to pay 60% proration; current...
retail$69.99 x 60% = $41.99 and $22.30 for shipping bring his total to $64.29. We cannot waive the manufacturers' proration but because the complainant is so unhappy we will cover the shipping cost as a courtesy. Therefore all he needs to do is submit a 12" x 12" piece of the cover and we will send him a replacement for $41.99. I have includuded a copy of the manufactures warranty for your convenience. Please jet me know if you have further questions, or if you requirea dditional information!