This is in response to complaint # [redacted]. The complainant is unhappy with the quality of solar panels he purchased from us on 5/19/2015. He contacted us on 6/10/2015 and sent photo which showed a leaking panel. We sent out a no charge replacement the same day. This complaint is the only contact...
we show since. However, since it is clear that he has experienced issues with the panels right from the start, we have issued the $66.67 refund he requested. It will be processed from our end and he should see it on his credit card within the next few days. I have included a copy for your convience. Please 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 his pool liners damage is not covered under the warranty. Actually we do not know if the damage is covered or not because he has not sent photos. On 9/9/16 the complainant called and spoke to one of our reps. He stated...
that there was a hole at the base of tiled sidewall of the pool. The rep he talked to told him that seam separation is covered but tears or rips are not. She suggested he send a photo for our techs to look at. But to date he has not done so. He is more than welcome to do so. If his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warranty. In his complaint he also states that the warranty card does not state that that only seam separation is covered. He is correct it does not but it does say that punctures in the liner are not covered. I have attached a copy of this 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]
Customer has opened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. The customer contacted our Customer Service Department on8/13/2015 in regards to a warranty claim, for a 14x28, rectangular, 12 mil, clear solar...
cover purchased 8/21/2011 (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 guidelines. On 8/18/2015 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 cover. The 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 replacement. As this customers 12 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- $84.99 x .50= $42.50.) The shipping fee ($12.23) is the cost to ship the solar cover which weighs approximately 20 lbs; from our warehouse in Tonawanda NY, to the customer in Henry IL. There is also a handling fee ($9.95) and additional charges may apply for oversized covers. The total costs for the replacement solar cover under warranty are $64.68. On 8/20/2015 the customer contacted our Customer Service Department regarding the costs associated with the replacement solar cover, and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer we would gladly waive the $9.95 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 replacement. The customer was offered a discounted cost of$54.73 for a replacement solar cover under warranty. The customer declined this offer. If 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 $54.73. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist
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]I want to thank you for your help in resolving this matter. Without your intervention I had no chance of receiving what I was honestly due. Thanks again for your handling this matter in a professional and timely manner.
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]
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. How do I get the RMA number, etc.?Also, I have changed jobs and the email address under which this complaint was filed no longer is active. Please use this address:[redacted]
Regards, [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 pool. The Customer refused the pool on 6/6/16 and we refunded the customer 10 days later per our return policy. This policy includes 20...
%restocking fee and the actual shipping charges from the freight company. The customer then filed an American Express charge back. This charge back was decided in our favor. Since then we have been in contact with the complainant and decided as a courtesy to refund the $328.00 restocking fee. She has expressed satisfaction with this outcome. Therefore we feel that this complaint should be closed. 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]
This is in response to complaint ID #[redacted]. The complaint states that the customer is looking for a replacement valve for her sand filter which she feels should be covered under warranty. I checked her account, she called last night and talk to one of our sales reps and he placed a no...
charge order for the valve. Therefore she is all set. The valve will ship later today and she should receive it in just a couple of days. The USPS tracking number is [redacted]. I have attached a copy of the no charge order below. 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
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.First off this is really not fair the business can take weeks to respond & I have 5 days. So with that said I am going to do my best on this cheap phone. my laptop is not with me . The company still not seeing my point in my complaints. When I shopped around to buy this linner I choose them because of their ad. which I will attach. And when you purchase something since when do you get to read fine print on the warranty until after you have received your product. I feel when a company list in their "beaded Linner Features: Extra heavyduty, 100%vinyl material PROTECTED AGAINST CHEMICALS AND UV FADING RESISTANCE IN THE INDUSTRY" PLEASE explain to me what I am missing , for I am so confused. PROTECTED? BUT NOT BY SELLER OR MANUFACTURER? When buying such a beautifully colored liner with 25 yr warranty . I expect the colors to last more than a year!! Then on down in the warranty section it reads "PLEASE NOTE NOTE THAT WARRANTIES ARE FOR PRODUCT REPLACEMENT ONLY BASED ON DEFECTIVE WORKMANSHIP OR MATERIALS. NO REFUND WILL BE GIVEN. YOU MAY BE RESPONSIBLE FOR ALL SHIPPING COST.-25 GAUGE LINERS (25GA) ARE BACKED BY A 25 YEAR MANUFACTURES WARRANTY.Then o down in ad listing it reads:Refunds/Exchanges: A processing fee of 20% will apply to the value of all Marchand is returned for refund. PROESSING FEES MAY BE WAIVED ON EXCHANGES ,ASK OUR SERVICE DEPARTMENT ABOUT THIS WHEN PROCESSING YOUR EXCHANGE. No refunds only exchanges then add 20% to refund.. waive the processing fee for exchange. Again I am confused. Never once is anything mention about a prorated amount on a linner their now saying only covered onits seems. To some folks $100+$ is not alot of money . But to a grandmother who sits in the blazing son 9am/730 pm selling cheap quality produce to make a dollar & make sure other homes eat well. This $100+$ is a major amount. Now not aware of the issues dealing with this case. I started draining pool before I contacted anyone. Not aware of the linner shrinking. So along with all the other expenses I have already had to bare because of false advertising, misleading advertising, how ever you wanna label this case. .. I now have even bigger issues. My grand babies kept on & on wanting couple feet of water. So I did just that couple feet. Now 3 sections of my metal walls are bent rolling in . I just do not understand how or why I should have to be the one to be responsible for all these expenses. What have I did wrong . I trusted a online company to stand behind its product. As for the manufacturer offering as courtesy to cover with the prorated amount. How about the seller to cover the prorated amount that they listed may be wavied Since my exchange has nothing to do with my wrong. This company needs to do as listed "PROTECT". I first addressed this matter in May now it is July. My summer is about over by the time This case is settled & I do somehow get the linner I Rightfully should receive it's gonna be Aug. I have sent friends to [redacted] & I KNOW 2 of the people I referred spent over $400. I deeply feel the right thing to do here is do right by the ad/listing & satisfied customers. I Thank you in advance in hopes to having a positive closing in this case.I wish I could use the options available like high lighting & bold. But since the russ to respond is laid in my lap. I pray the time is taken to read with open eyes with no need for all the extras to grab attention.
Regards,
[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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best I could do considering the vast number of similar complaints and resolutions concerning the same item. I still feel burned and the solar cover is complete junk. I feel this business is committing fraud against consumers and the Revdex.com should do something about it. At least give this business a poor rating. How many bad reviews does it take??? Regards, [redacted]
Customer has opened complaint ID # [redacted]. Customer is stating that a charge with ourcompany was unauthorized. This charge was relating to a sales order that the customer placedover the web with our company (internal order number [redacted]- see attached). The salesorder was for a 1800gph pool...
cover pump by Rule.This order was placed on 3/11/2014 and was delivered on 3/15/2014 under FedEx trackingnumber [redacted] (see attached).The billing address for this order was verified as a valid by the attached AVS (Address VerificationServices) for billing street address and billing zip code match the cardholders address.This order has the same billing and shipping address so by the above conditions this was a validtransaction.There was a glitch in the billing process for this order and the credit card was authorized butnever settled upon until recently. Please check the customer's records and you will be able toconfirm that the customer was only charged once.We apologize to the inconvenience to the customer, but this order has now been fully billed.The customer has already filed a chargeback for this claim; and the resolution was in our favor,and closed.Please let me know if you have further questions or concerns or if you need any additionalinformation.Thank you,Tricia L. C[redacted]Customer Service SpecialistLeisure Living
This is in response to complaint ID #[redacted]. The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturers warranty.The customer purchased the cover on 1/11/16. On 10/31/17 he called to reportdamage to his cover. He was asked to send photo's which he did. The...
photoswere examined, they showed tears in the cover but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarranty. At this point he was informed that tears are not covered. We offeredhim a 15% off a replacement as a courtesy. Because he is so upset I can extendthat offer to 30%. If he chooses to take us up on that offer he can call to placean order. He just needs to tell the sales rep to check the notes in his account. Ihave attached a copy of his order, the manufacturers warranty and the photosfor you convenience. Please 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 ID #[redacted] The complainant is unhappy that her liner is not covered under the manufacturers warranty. She states that she had a sonar test done and it showed the liner has 20 leaks along the seam line.This damage is usually caused by insect infestation and what...
reinforces this further is she had tO replace the liner the previous year as well. However because the manufacturer will not replace the liner we have decided as a onetime courtesy to issued a refund for the price she paid for the replacement last year. A refund for $191.04 has been issued and will be fully processed in the next couple of days. 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]
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 30 day return policy.The purchase date was 11/24/15 and she called us on 1/26/16 requesting areturn authorization. This is a full two months after the purchase...
date. Therefore she was told it could not be returned. However we are willing to make an exception, provided the cover is unused, unfolded and in it original packaging. Itmust be in resalable condition. Once she sends it back and is returned to stock are fund less our normal 20% restocking fee will be processed. I have issued a RMA (return authorization) for the return. The number is [redacted]. This number should be marked on the package when she sends it back. I have included acopy of our return policy 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]
Customer has reopened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. We apologize for the inconvenience the customer has experienced. We are actively working on making the warranty information fully available to the customer at the time of purchase, so they can make an informed decision. We would like to honor the customers request to waive the shipping costsassociated, and offer them a replacement solar cover under warranty for only the prorated cost of $42.50. The customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warranty, at the prorated rate of $42.50. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist
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.
First, my cover is disintegrating. I have pieces floating in my pool and in my skimmer basket. I provided photos that illustrate this. It is quite unreasonable to suggest that "delamination" is covered under the warranty, but "disintegration" is not. Second, I have learned that this business offers a completely unethical warranty on this product. The following is directly cut and pasted from an email from this business regarding the warranty on this cover:Pro-ration Percentage 50.00%Pro-ration Cost $55.00Shipping Fee $32.26Handling Fee $10.95Heavy Fee $15.00Upgrade Fee $0.00Total Replacement Cost $113.21Yet, the price of this solar cover purchased brand new is: $109.99 (free shipping/handling).
I only learned this information after multiple emails with this business. This is completely unethical and misleading to the consumer. I absolutely do not accept the resolution offer by the business.
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.]Several things that Judy, who I did not speak to, wrote are false. There was never more than 1 phone call, my wife was never involved, I never wanted or agreed to a credit, and it appears that they added "unopened" to the policy attachment they sent you. Even though if you go to there site https://www.solarcovers.com/page/returns, you will see it clearly states that the reel just had to be clean and resalable which it was. For the life of me I don't understand why they sell this product if they were not willing to stand behind it. Yes the reel was put together and I attempted to use it, but after rolling the cover on it once I realized it would not work or take the load of the cover. It actually bowed so bad it touched the ground and it was nearly impossible to pick up and move. All I'm asking for is a refund for the inferior product that they sold on their web site. The product was shipped back to them and received today, July 27, 2017. In case they attempt to change their policy to benefit their case, I've enclosed another copy of their policy.
Regards,
[redacted]
This is in response to complaint ID #[redacted]. The complainant states that the pool he ordered is missing parts, and said the wall was damaged as well, this was several weeks after the pool was delivered and signed for free and dear.When the customer signed the delivery receipt he did not note any...
damage and did not state that any parts were missing (a copy is enclosed).The delivery occurred on 6/09/17. We first heard back from the customer towards the end of June. He called several times stating once that he thought the wall was too short and then later stating it was damaged. We have since sent the missing parts but feel the damage to the walls is something the customer or his installers did after it was delivered. We will work with the customer to get a replacement wall if needed by offering a discounted rate for the wall. 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]
This is in response to complaint ID #[redacted]. The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warranty. The warranty is very clear as to what is covered. Seam separation and delamination are the only two conditions that are covered .. The photo the...
complainant sent shows the cover is torn down the middle. The warranty specifically states that rips and tears are nqt covered. We informed her of this and offered her a 15%discount on a replacement. This offer still stands. I have attached a copy of the photo and a copy of the warranty for your convieience. 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]
This is in response to complaint # [redacted]. The complainant is unhappy with the quality of solar panels he purchased from us on 5/19/2015. He contacted us on 6/10/2015 and sent photo which showed a leaking panel. We sent out a no charge replacement the same day. This complaint is the only contact...
we show since. However, since it is clear that he has experienced issues with the panels right from the start, we have issued the $66.67 refund he requested. It will be processed from our end and he should see it on his credit card within the next few days. I have included a copy for your convience. Please 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 his pool liners damage is not covered under the warranty. Actually we do not know if the damage is covered or not because he has not sent photos. On 9/9/16 the complainant called and spoke to one of our reps. He stated...
that there was a hole at the base of tiled sidewall of the pool. The rep he talked to told him that seam separation is covered but tears or rips are not. She suggested he send a photo for our techs to look at. But to date he has not done so. He is more than welcome to do so. If his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warranty. In his complaint he also states that the warranty card does not state that that only seam separation is covered. He is correct it does not but it does say that punctures in the liner are not covered. I have attached a copy of this 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]
Customer has opened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. The customer contacted our Customer Service Department on8/13/2015 in regards to a warranty claim, for a 14x28, rectangular, 12 mil, clear solar...
cover purchased 8/21/2011 (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 guidelines. On 8/18/2015 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 cover. The 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 replacement. As this customers 12 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- $84.99 x .50= $42.50.) The shipping fee ($12.23) is the cost to ship the solar cover which weighs approximately 20 lbs; from our warehouse in Tonawanda NY, to the customer in Henry IL. There is also a handling fee ($9.95) and additional charges may apply for oversized covers. The total costs for the replacement solar cover under warranty are $64.68. On 8/20/2015 the customer contacted our Customer Service Department regarding the costs associated with the replacement solar cover, and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer we would gladly waive the $9.95 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 replacement. The customer was offered a discounted cost of$54.73 for a replacement solar cover under warranty. The customer declined this offer. If 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 $54.73. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist
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]I want to thank you for your help in resolving this matter. Without your intervention I had no chance of receiving what I was honestly due. Thanks again for your handling this matter in a professional and timely manner.
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]
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. How do I get the RMA number, etc.?Also, I have changed jobs and the email address under which this complaint was filed no longer is active. Please use this address:[redacted]
Regards, [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 pool. The Customer refused the pool on 6/6/16 and we refunded the customer 10 days later per our return policy. This policy includes 20...
%restocking fee and the actual shipping charges from the freight company. The customer then filed an American Express charge back. This charge back was decided in our favor. Since then we have been in contact with the complainant and decided as a courtesy to refund the $328.00 restocking fee. She has expressed satisfaction with this outcome. Therefore we feel that this complaint should be closed. 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]
This is in response to complaint ID #[redacted]. The complaint states that the customer is looking for a replacement valve for her sand filter which she feels should be covered under warranty. I checked her account, she called last night and talk to one of our sales reps and he placed a no...
charge order for the valve. Therefore she is all set. The valve will ship later today and she should receive it in just a couple of days. The USPS tracking number is [redacted]. I have attached a copy of the no charge order below. 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
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.First off this is really not fair the business can take weeks to respond & I have 5 days. So with that said I am going to do my best on this cheap phone. my laptop is not with me . The company still not seeing my point in my complaints. When I shopped around to buy this linner I choose them because of their ad. which I will attach. And when you purchase something since when do you get to read fine print on the warranty until after you have received your product. I feel when a company list in their "beaded Linner Features: Extra heavyduty, 100%vinyl material PROTECTED AGAINST CHEMICALS AND UV FADING RESISTANCE IN THE INDUSTRY" PLEASE explain to me what I am missing , for I am so confused. PROTECTED? BUT NOT BY SELLER OR MANUFACTURER? When buying such a beautifully colored liner with 25 yr warranty . I expect the colors to last more than a year!! Then on down in the warranty section it reads "PLEASE NOTE NOTE THAT WARRANTIES ARE FOR PRODUCT REPLACEMENT ONLY BASED ON DEFECTIVE WORKMANSHIP OR MATERIALS. NO REFUND WILL BE GIVEN. YOU MAY BE RESPONSIBLE FOR ALL SHIPPING COST.-25 GAUGE LINERS (25GA) ARE BACKED BY A 25 YEAR MANUFACTURES WARRANTY.Then o down in ad listing it reads:Refunds/Exchanges: A processing fee of 20% will apply to the value of all Marchand is returned for refund. PROESSING FEES MAY BE WAIVED ON EXCHANGES ,ASK OUR SERVICE DEPARTMENT ABOUT THIS WHEN PROCESSING YOUR EXCHANGE. No refunds only exchanges then add 20% to refund.. waive the processing fee for exchange. Again I am confused. Never once is anything mention about a prorated amount on a linner their now saying only covered onits seems. To some folks $100+$ is not alot of money . But to a grandmother who sits in the blazing son 9am/730 pm selling cheap quality produce to make a dollar & make sure other homes eat well. This $100+$ is a major amount. Now not aware of the issues dealing with this case. I started draining pool before I contacted anyone. Not aware of the linner shrinking. So along with all the other expenses I have already had to bare because of false advertising, misleading advertising, how ever you wanna label this case. .. I now have even bigger issues. My grand babies kept on & on wanting couple feet of water. So I did just that couple feet. Now 3 sections of my metal walls are bent rolling in . I just do not understand how or why I should have to be the one to be responsible for all these expenses. What have I did wrong . I trusted a online company to stand behind its product. As for the manufacturer offering as courtesy to cover with the prorated amount. How about the seller to cover the prorated amount that they listed may be wavied Since my exchange has nothing to do with my wrong. This company needs to do as listed "PROTECT". I first addressed this matter in May now it is July. My summer is about over by the time This case is settled & I do somehow get the linner I Rightfully should receive it's gonna be Aug. I have sent friends to [redacted] & I KNOW 2 of the people I referred spent over $400. I deeply feel the right thing to do here is do right by the ad/listing & satisfied customers. I Thank you in advance in hopes to having a positive closing in this case.I wish I could use the options available like high lighting & bold. But since the russ to respond is laid in my lap. I pray the time is taken to read with open eyes with no need for all the extras to grab attention.
Regards,
[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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best I could do considering the vast number of similar complaints and resolutions concerning the same item. I still feel burned and the solar cover is complete junk. I feel this business is committing fraud against consumers and the Revdex.com should do something about it. At least give this business a poor rating. How many bad reviews does it take??? Regards, [redacted]
Customer has opened complaint ID # [redacted]. Customer is stating that a charge with ourcompany was unauthorized. This charge was relating to a sales order that the customer placedover the web with our company (internal order number [redacted]- see attached). The salesorder was for a 1800gph pool...
cover pump by Rule.This order was placed on 3/11/2014 and was delivered on 3/15/2014 under FedEx trackingnumber [redacted] (see attached).The billing address for this order was verified as a valid by the attached AVS (Address VerificationServices) for billing street address and billing zip code match the cardholders address.This order has the same billing and shipping address so by the above conditions this was a validtransaction.There was a glitch in the billing process for this order and the credit card was authorized butnever settled upon until recently. Please check the customer's records and you will be able toconfirm that the customer was only charged once.We apologize to the inconvenience to the customer, but this order has now been fully billed.The customer has already filed a chargeback for this claim; and the resolution was in our favor,and closed.Please let me know if you have further questions or concerns or if you need any additionalinformation.Thank you,Tricia L. C[redacted]Customer Service SpecialistLeisure Living
This is in response to complaint ID #[redacted]. The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturers warranty.The customer purchased the cover on 1/11/16. On 10/31/17 he called to reportdamage to his cover. He was asked to send photo's which he did. The...
photoswere examined, they showed tears in the cover but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarranty. At this point he was informed that tears are not covered. We offeredhim a 15% off a replacement as a courtesy. Because he is so upset I can extendthat offer to 30%. If he chooses to take us up on that offer he can call to placean order. He just needs to tell the sales rep to check the notes in his account. Ihave attached a copy of his order, the manufacturers warranty and the photosfor you convenience. Please 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 ID #[redacted] The complainant is unhappy that her liner is not covered under the manufacturers warranty. She states that she had a sonar test done and it showed the liner has 20 leaks along the seam line.This damage is usually caused by insect infestation and what...
reinforces this further is she had tO replace the liner the previous year as well. However because the manufacturer will not replace the liner we have decided as a onetime courtesy to issued a refund for the price she paid for the replacement last year. A refund for $191.04 has been issued and will be fully processed in the next couple of days. 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]
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 30 day return policy.The purchase date was 11/24/15 and she called us on 1/26/16 requesting areturn authorization. This is a full two months after the purchase...
date. Therefore she was told it could not be returned. However we are willing to make an exception, provided the cover is unused, unfolded and in it original packaging. Itmust be in resalable condition. Once she sends it back and is returned to stock are fund less our normal 20% restocking fee will be processed. I have issued a RMA (return authorization) for the return. The number is [redacted]. This number should be marked on the package when she sends it back. I have included acopy of our return policy 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]
Customer has reopened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. We apologize for the inconvenience the customer has experienced. We are actively working on making the warranty information fully available to the customer at the time of purchase, so they can make an informed decision. We would like to honor the customers request to waive the shipping costsassociated, and offer them a replacement solar cover under warranty for only the prorated cost of $42.50. The customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warranty, at the prorated rate of $42.50. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist
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.
First, my cover is disintegrating. I have pieces floating in my pool and in my skimmer basket. I provided photos that illustrate this. It is quite unreasonable to suggest that "delamination" is covered under the warranty, but "disintegration" is not. Second, I have learned that this business offers a completely unethical warranty on this product. The following is directly cut and pasted from an email from this business regarding the warranty on this cover:Pro-ration Percentage 50.00%Pro-ration Cost $55.00Shipping Fee $32.26Handling Fee $10.95Heavy Fee $15.00Upgrade Fee $0.00Total Replacement Cost $113.21Yet, the price of this solar cover purchased brand new is: $109.99 (free shipping/handling).
I only learned this information after multiple emails with this business. This is completely unethical and misleading to the consumer. I absolutely do not accept the resolution offer by the business.
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.]Several things that Judy, who I did not speak to, wrote are false. There was never more than 1 phone call, my wife was never involved, I never wanted or agreed to a credit, and it appears that they added "unopened" to the policy attachment they sent you. Even though if you go to there site https://www.solarcovers.com/page/returns, you will see it clearly states that the reel just had to be clean and resalable which it was. For the life of me I don't understand why they sell this product if they were not willing to stand behind it. Yes the reel was put together and I attempted to use it, but after rolling the cover on it once I realized it would not work or take the load of the cover. It actually bowed so bad it touched the ground and it was nearly impossible to pick up and move. All I'm asking for is a refund for the inferior product that they sold on their web site. The product was shipped back to them and received today, July 27, 2017. In case they attempt to change their policy to benefit their case, I've enclosed another copy of their policy.
Regards,
[redacted]
This is in response to complaint ID #[redacted]. The complainant states that the pool he ordered is missing parts, and said the wall was damaged as well, this was several weeks after the pool was delivered and signed for free and dear.When the customer signed the delivery receipt he did not note any...
damage and did not state that any parts were missing (a copy is enclosed).The delivery occurred on 6/09/17. We first heard back from the customer towards the end of June. He called several times stating once that he thought the wall was too short and then later stating it was damaged. We have since sent the missing parts but feel the damage to the walls is something the customer or his installers did after it was delivered. We will work with the customer to get a replacement wall if needed by offering a discounted rate for the wall. 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]
This is in response to complaint ID #[redacted]. The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warranty. The warranty is very clear as to what is covered. Seam separation and delamination are the only two conditions that are covered .. The photo the...
complainant sent shows the cover is torn down the middle. The warranty specifically states that rips and tears are nqt covered. We informed her of this and offered her a 15%discount on a replacement. This offer still stands. I have attached a copy of the photo and a copy of the warranty for your convieience. 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]