Leslie’s Pool Supplies, Service & Repair

The technician did not tell me at the initial visit that I would be charged another fee for labor At the first visit he examined the equipment and said he would order the part and return to install it When I called to make the appointment for the repair I was not told there would be another charge for a second visit because I wasn't told there would be a second visit If there is no labor at the first visit why is there a charge I absolutely do not accept their explanation because what they said happened did not happen The technician just said that Leslies tries to cheat them out of a labor fee and nothing else No one ever said there is a labor charge for each visit I would not have made the appointment if I had known

The Regional Vice President talked with the customer on Friday night and walked through the situation with him. The customer told him the issue had to do with making a purchase 2-weeks ago and then the net went on sale The Regional Vice President offered to match the price, (the store
manager did as well) but he doesn’t have the product or a receipt and we can’t see any matching transaction tied to his account The Regional Vice President offered to have him visit one of our stores and we can adjust the price but the customer declined the offer

The district manager spoke with Lora about her pool situation 6/10/Lora stated that this was her first time start up of a new above ground pool, and was not aware that her well water had metalsShe added chlorine and it turned brownShe returned to the store and she was informed that a
reaction to metals is what had occurredShe got metal free and added it to the poolShe ran her pump overnight and did not seen any improvementShe returned to the store and we gave her metal free, cu later, and a hose filter to attempt to clear the pool, free of chargeShe has been running her pool with those items for hoursThe district manager informed her that he authorized the free items to help her outThe customer drained and then refilled her pool using three different hoses, two without a filterWe’ve tried to assist the customer with the issue she is having but she since there are metals in the well water she is using she may continue to have these problems until she upgrades her pump and filterWe cannot deliver water and we cannot replace a pumpThank you

The service manager went out to the customers home and felt the walls in several spots and the finish was very smooth with the exception of 3-spotsIf we had damaged a pool with a poorly done acid wash the entire surface would be roughThe customer advised the service manager that the pool was
13-years old which is beyond the life of a plaster job.We reached out to CDC Pools and will have an update once they inspect the surface

Sirs, I would prefer not to speak with anyone at Leslie'sWhen I returned to the store referenced in
my initial complaint, the clerk was having a difficult time figuring out how to enter my outstanding refund amount into their computer/cash registerHe called his store manager on the phone and immediately handed the phone to me saying the manager wanted to talk to meI was then subjected to the most offensive, rude and unprofessional exchange I have EVER experienced in a retail settingMrStore Manager was apparently aware of my complaints and was on the defensive in the worst possible wayThat man accused me of purchasing the pool game in question, returning it used and presumably, fabricating my complaintDisgusting, to say the leastEven the clerk was embarrassed and apologetic for his manager's bad behaviorThat clerk, ***, was the person who was involved with the sale of the item and my subsequent phone call to the store on the date of purchaseIf he is not fearful of retribution from his manager, he could confirm the veracity of events as I have relayed themI feel sorry for him though, to work for a man with no scruples and I wouldn't be surprised if he declined comment for fear of retaliation. No, at this point, I'm done with my local Leslie's Pool SupplyI will never patronize that store againI simply wanted a governing organization to be aware of what I perceived to be an instance of consumer fraud. Thank you,*** ***

We spoke to the customer 6-29-who explained that the bristles from the brush were in the bottom of his pool and he requested that we come and remove themHe was advised that we do not provide the services he's looking forThe customer was advised that the bristles coming out of the brush are a
result of either dry rot or chemical damage but we cannot remove any bristles from his pool as our technicians do not provide this serviceThank you

As the customer requested in an email he sent to our web team, we sent him a bucket of chlorine tabs free of charge to compensate for the difference in the adapter he had to purchaseThe customer was happy with this resolutionThank you

Hello Mr***, Our dispatch center received the call from you reporting a pump problem on Friday 8/at 3:15pmOur dispatcher Angela called you back at 3:43pm on 8/to let you know that I could come out to your property at 9am on 8/You did not return her phone call to confirm that
time would work for youI believed that you had figured out the problem since you didn’t call back I received your complaint from the Revdex.com on 8/I immediately called and left you a message to see how I could help I called again on the morning of 8/and left a messageSince I had not received any return phone calls, I sent you the email below I would like to take care of any issues that you are having with the pump that we installedI simply need to know what time is convenient for you If you would like us to remove the pump and provide you with a full refund, I can do that, but I would prefer to take care of any issues with your current pump if you will allow me to I do not have your old pump as your wife authorized us to remove and dispose of it at the time of installation Please let me know how you would like to proceed. David

Our service techs visited customer on 6/23/17, 7/1/& 9/22/The customer was not charged for any of these visits. We apologize there was a misunderstanding on the second service callLeslie's will provide the customer a Leslie's certificate valued at $

Customers motor is being replaced under warranty at no cost to the customerCustomer is happy with the resolution

As stated before, we sell heat pumps but we do not service them. The customer has been advised of this numerous times. Thank you.

A refund was given to the customer on 7-30-16 for the Chlor Tabs.

Our return policy is clearly stated on the policy mat in the store and on the receipt. The customer was advised of the return policy and the fact that we are unable to return chemicals once they leave the store. Thank you.

During my many calls with Ramona at Estes and Devondra from Estes Level Two, there was never an appointment set to pick up the item. In fact Devondra kept telling me "it wasn't in their system".  I did ask if it was possible to pick it up when and if they found iit , but they have such limited pick up hours I am unable  to accommodate pick up  and/or be home to sign for a delivery. I have asked reps from Leslies at least twice to return the item. They have not done this as I received anther call today from Estes for me to pick up the item. During the conference call with Leslies last week I again told their rep that I was not interested in trying to arrange any more deliveries and I was refusing the item. Why has it not been returned? In the original sales transaction, there was never mention that during the shipping process I would be responsible for either picking up the item or being home for delivery.  Leslies baited me into making the purchase by selling 'free shipping, delivery by 6/5 (as stated on my previously attached receipt) and now that they could not fulfill their promise are switching the conditions and agreement of the sale and are demanding that I pay all of the shipping.

The customer was charged one service call fee of $80. The other $80 fee is for the installation of a valve cover and gasket. The service technician advised the customer what each fee was for and the service technician advised the customer that we do charge for return visits as a continuation of...

initial visit. Thank you.

A service technician was sent out to replace the bottom on the filter and got the system up and running properly. The customer was home during this and happily signed the work order. Thank you.

We offered the customer a refund as requested. We are sending a corporate check out the customer's home to resolve this complaint. Thank you

We are still reviewing this complaint and will respond with an update shortly.

Hello Revdex.com,Leslie's has been in contact with the customer and came to a resolution of refunding the restocking fee.Thank you.Leslie's Customer Care Team

The service manager went to Mr. R[redacted] house 3.22.16 and reinstalled her old chlorinator. While at his property we noticed a small crack in the housing of the chlorinator and replaced it at no charge to Mr. R[redacted]. The customer was happy with the resolution.