This is in response to complaint ID #[redacted]. The complaint is unhappy that they cannot return their incorrectly ordered, [redacted] pool liner for a refund. On 6/11/15 the customer called and placed an order with one of our sales reps. He gave her the item number for a [redacted] pool liner and a...
gasket to install the liner. Prior to calling, his wife went online and typed in the keywords [redacted] pool liner. This caused every pool liner we sell to pull up because of the key words “pool” and “liner”. So based on this his wife thought all of these liners would work for their pool and randomly chose one of them. She gave this item number to her husband and he called us to place his order. The order was placed and it shipped the same day. On 6/19/15 the customer called and wanted to return the liner because the installer they hired told them that the liner would not work because they own a [redacted] pool. This type of pool requires a [redacted] liner which we do not carry. He was told he could not return the liner because as is stated in our terms of sale it was opened and installation had been attempted. Normally we would have offered a discount off a replacement liner, but as stated earlier we do not sell the type he needs. I have included a copy of the terms of sale for your convenience. 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 532 Main Street Tonawanda, NY 14150 ###-###-####
This is in response to Complaint ID # [redacted]; the customer contacted us and spoke to our Customer Service Manager regarding a swimming pool liner warranty claim. Upon review of the manufacturer's warranty information (see attached); it is stated that the manufacturer's warranty warrants the liner...
to be free of manufacturer defects; specifically the separation of a welded seam. This pertains to both the seam from pool wall to pool floor; as well as to the wall seam. However it is also stated that the manufacturer's warranty unfortunately does not warrant against damage, tears or punctures due to improper handling; or wearing due to exposure of the elements or chemicals.Please see attached photo of the damage to the customer's liner. It does not illustrate a seam separation; it appears to illustrate a tear in the liner - which is unfortunately an exclusion of the manufacturer's warranty. We apologize for all the issues the customer has had with the liner; and our Customer Service Manager offered the customer a 20% discount towards the purchase of a new liner, as the damage to the customer's liner was not covered under warranty.The customer may contact me directly; and I would be happy to assist them in completing the order for their new liner with the 20% discount. Please let me know if you have further questions or concerns; or if you need anyadditional information. Thank you, [redacted] L. [redacted] Customer Service Specialist716-773-7500- ext 281
This is in response to complaint ID #[redacted]. The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed up. So we asked him to send photo's which he did. The photos do not show much so it is difficult to access the problem....
He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement liner. He did not want the latter choice because of installation and water costs. He became irate and difficult to deal with (see attached notes) and we advised him to go through [redacted]. We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See attached). This should resolve the customer's 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]
This is in response to complaint ID #[redacted]. The complaint is unhappy that they cannot return their incorrectly ordered, [redacted] pool liner for a refund. On 6/11/15 the customer called and placed an order with one of our sales reps. He gave her the item number for a [redacted] pool liner and a...
gasket to install the liner. Prior to calling, his wife went online and typed in the keywords [redacted] pool liner. This caused every pool liner we sell to pull up because of the key words “pool” and “liner”. So based on this his wife thought all of these liners would work for their pool and randomly chose one of them. She gave this item number to her husband and he called us to place his order. The order was placed and it shipped the same day. On 6/19/15 the customer called and wanted to return the liner because the installer they hired told them that the liner would not work because they own a [redacted] pool. This type of pool requires a [redacted] liner which we do not carry. He was told he could not return the liner because as is stated in our terms of sale it was opened and installation had been attempted. Normally we would have offered a discount off a replacement liner, but as stated earlier we do not sell the type he needs. I have included a copy of the terms of sale for your convenience. 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 532 Main Street Tonawanda, NY 14150 ###-###-####
This is in response to Complaint ID # [redacted]; the customer contacted us and spoke to our Customer Service Manager regarding a swimming pool liner warranty claim. Upon review of the manufacturer's warranty information (see attached); it is stated that the manufacturer's warranty warrants the liner...
to be free of manufacturer defects; specifically the separation of a welded seam. This pertains to both the seam from pool wall to pool floor; as well as to the wall seam. However it is also stated that the manufacturer's warranty unfortunately does not warrant against damage, tears or punctures due to improper handling; or wearing due to exposure of the elements or chemicals.Please see attached photo of the damage to the customer's liner. It does not illustrate a seam separation; it appears to illustrate a tear in the liner - which is unfortunately an exclusion of the manufacturer's warranty. We apologize for all the issues the customer has had with the liner; and our Customer Service Manager offered the customer a 20% discount towards the purchase of a new liner, as the damage to the customer's liner was not covered under warranty.The customer may contact me directly; and I would be happy to assist them in completing the order for their new liner with the 20% discount. Please let me know if you have further questions or concerns; or if you need anyadditional information. Thank you, [redacted] L. [redacted] Customer Service Specialist716-773-7500- ext 281
This is in response to complaint ID #[redacted]. The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed up. So we asked him to send photo's which he did. The photos do not show much so it is difficult to access the problem....
He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement liner. He did not want the latter choice because of installation and water costs. He became irate and difficult to deal with (see attached notes) and we advised him to go through [redacted]. We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See attached). This should resolve the customer's 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]