Leslie’s Pool Supplies, Service & Repair

We contacted the customer after getting her emailShe let us know what was going onWe then contacted the freight company on her behalfThey said that the customer was supposed to pick up the item on Wednesday and never showed upDuring the call they let us know that they have tried contacting the customer multiple times but she has not answered, so they left voice messages for her to call backThe freight company did verify that they had the correct number on fileSince there was a gap in communication we called the customer back and did a conference call with the freight companyThe customer stated she no longer wanted a delivery since she cannot take time off of work for the shipment., as freight deliveries have to be signed for by the person that ordered theWe let her know that we can process a return but there would be a fee for the return freight shipment and there is also a 15% Restock feeWe can waive the restock feeHowever the return shipment fees would be what the freight company charges us to send it back As the customer stated [redacted] delivers up to lbsWhich is true, however it is [redacted] Freight that would make a delivery of that weightWhich is a much higher cost than regular ground shippingDue to the weight of this item it did need to ship freight

The district manager spoke with Mr [redacted] on Saturday of last weekThe district manager gave Mr [redacted] his money back for the wrong product he purchased and he was given the right product for freeMr [redacted] was also given the District Managers phone number in case he is in need of any further assistanceSince we've received this complaint we have reached out to Mr [redacted] twice and we have not gotten a call back yet

Our District Manager (DM) has contacted the customer to work on a satisfactory resolutionWe apologized for the delay and lack of communication during the process. The DM contacted the manufacturer on behalf of the customer to discuss warranty optionsAdditionally, the DM was able to track
down the receipt and send it electronically to the customer and the manufacturer to assist with the resolution. Due to the date of purchase, 4/12/2010, the items are no longer under manufacturer warranty and cannot be replaced under said warranty as requested by the customerThis information has been communicated to the customer Leslie’s would like to offer $in store credit for compensation for the poor experience and delay in resolution

Leslie's will provide the customer a Leslie's certifcate valued at $since we did not meet their expectations with the Tile Clean/Acid Wash

Per our system, a credit of $was given on 7/29/

The customer spoke to the District Manager was given 4lb Green to clean, boxes of *** *** *** and Clear aid for free to help clear his poolWe also sent the customer $Customer Appreciation Dollars to offset the amount paid towards his *** **Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish,
you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until I receive the refund, than I will consider this complaint resolved
Regards,
*** ***

I TALKED TO RYAN WITH LESLIES FRIDAY NIGHT. I NEVER TALKED TO ANY STORE MGR. I DID TALK TO A RUDE EMPLOYEE AT THE PINNACLE PEAK STORE. I ASKED TO USE A COUPON AND HE REFUSEDRYAN OFFERED TO LET ME USE THE COUPON AT THE PINNACLE PEAK STORE ON SATURDAY, BUT I REFUSED. HE SAID I COULD USE THE COUPON AT THE ARROWHEAD LOCATION WHERE I NORMALLY GO. IT WAS THE WEEKEND AND I REALLY DIDNT WANT TO WASTE MY TIME AND FUEL TO DRIVE OUT OF MY WAY FOR A $COUPON. I SHOULD HAVE BEEN ABLE TO USE IT IN THE FIRST PLACE. I'M NOT SURE WHERE THEY CAME UP WITH SAYING I DIDN'T HAVE MY RECEIPT AND THE ITEM IN QUESTION. I HAVE BOTH. I'M NOT SURE WHY THEY CAN'T FIND MY RECEIPT. I DO KNOW THEY HAVE VERY POOR CUSTOMER SERVICE. MAYBE THEY DON'T KEEP GOOD RECORDS EITHER. I'M NOT SURE. I DO KNOW THEY OWN EVERY POOL STORE IN THE PHOENIX AREA AND IT'S A MONOPOLY. HONESTLY WE ARE A VERY POOR FIT. I HAVE SPENT HUNDREDS IN THEIR STORES AND COLLECTIVELY OVER THE PAST 17YRS, THOUSANDS WITH SHASTA FROM NOW ON I WILL SHOP ONLINE AND BUY FROM SOMEONE THAT APPRECIATES MY BUSINESS. THEY WILL DELIVER IT TO MY DOOR AND I DON'T HAVE TO DRIVE TO LESLIES SO SOMEONE CAN BE RUDE TO ME. HERES A RESOLUTION. JUST SEND ME A CHECK FOR THE DIFFERENCE OF WHAT I PAID AND THE COUPON PRICE, IT'S ABOUT $AND WE CAN CALL IT EVEN. THIS WAY I DON'T EVER HAVE TO GO TO LESLIES AGAIN. *** ***

This has been resolvedAll instances of this customer's email and phone have been removed from being assoicated with their old address

Our District Manager (DM) contacted the customer since the time of this response was sent, and the DM worked with the customer to make additional arrangements towards a satisfactory resolutionThe manufacturer is working with the customer to come up with a prorated amount for part replacements and Leslie’s is assisting the customer with this processWe spoke with the customer on Friday, Feb to reassure that we will work hard to resolve the issue and assist however we can.Leslie’s is sending $in store credit for compensation for the poor experience and delay in resolution

The business's response indicates they are still working on a resolutionSo my email does not mean a reject, but it does not mean an accept either, since the business is still working on it

This is not a complaint for Leslie's Pool Supplies

They failed to include my last response to them.full refund requested.since they did not respond to this note I assumed they were working.if they cannot return my original equipment, a refund or credit of $requested since they did not fulfill a quality project installe

Hello Revdex.com,We reached out to the Ms*** *** and came to an agreement to give her a returnMs*** will receive a corporate check for her return.Thank you.Leslie's Customer Care Team

The company did provide an annual service, but stopped. Furthermore, they initially said they did not sell them. That is why I
opened another complaint because I found my purchase papers. So, I need parts (the panel) that was to be covered, but the company doesn't sell the pool heater anymore. If they serviced it and replaced the parts that would be O.K., but to just ignore me for all this time and only to say during the last Revdex.com complaint they didn't those types of pool heater was just a lie

This complaint has been resolvedUpon arrival, we noticed the filter pressure was very high and the water flow was not enough to operate the heater We changed some plumbing and cleaned the filter Upon completion, the heater fired and was working properlyThe customer was satisfied
with the outcome of the situation.Thank you

The district manager has called the customer at least three times and has yet to hear back from the customerThe customer did go back into the store and when she was there, we returned the Chlor Brite (and had her keep the original container as we will not return open and used shock into the store)
we then used her returned purchase to sell her some power powder plusIssue is resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Per our system, we credited the customer on 6/27/

Hello Revdex.com,Leslie's online department spoke to the customer and has agreed to refund him a full refund of $Leslie's did offer to send the correct item to the customer, but he declinedThe customer will also be keeping the part that was originally sent to him. Thank you.Leslie's Customer
Care Team