Leslie’s Pool Supplies, Service & Repair

Based on the attached investigation results, we are disputing the customer's claims of any negligence or liability on the part of Leslie's. However, in good faith, Leslie's would like to offer to assist in a resolution for the customer. We are willing to offer a discount on the replacement light...

and are willing to partner with a contractor in the local market to help secure a reduced price for any repairs associated with the light installation.

Hello Revdex.com,Leslie's District Manager reached out to the customer and came to an agreement. Leslie's will be giving the customer some product free of charge for the down time of his cleaner being in the shop. Thank you.Leslie's Customer Care Team

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference...

to complaint ID [redacted] 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,
[redacted]

This complaint has been resolved. Due to the numerous error codes the heater displayed we agreed to refund the customer on repairs made and provide a quote for a new heater. We are also doing a free installation on the heater that the customer plans on purchasing. Thank you.

We contacted the customer that paid for the service and she stated that she did not request a refund. Also, the charge was $29, not $129. 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 [redacted], and find that this resolution is satisfactory to me.  I consider this complaint resolved.
Regards,
Richard R[redacted]

We apologize our associate provided the incorrect requested product.  Leslie's will provide the customer a Leslie's certifcate valued at $500 since we did not meet their expectations and we cannot find a resolution in our system.

Hello,One of our service managers reached out and talked to the customer. He was able to come up with a reasonable solution that the customer was happy with and thus resolved this issue. The customer's frustration stems from continually getting the installation of the cover rescheduled due...

to weather. The cover is now scheduled to be installed today, 15 November 2017. Additionally, the service manager will be giving the customer a free closing kit. The customer was happy with this resolution.Thank youLeslie's Customer Care Team

[redacted] is an independent installer we have very little influence with them. With that said the District Manager has made contact with the customer and offered them $150 in Customer Appreciation Dollars to compensate for the $75 fee that the installer charged to lay the ground cloth and additional sand...

that they paid for that was not used. We also have an even better filter hose set aside for the customer at the store for them to pick up free of charge as well.   We have reached out to the owner of [redacted] on multiple occasions and he is working with the customer directly the remaining installation issues as this is not something that is in our control.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

The service manager spoke with the customer and agreed to refund her the $182 via corporate check.

From 2015.  By now a pool cover would have had to be repaired or replaced.   Leslie's will provide the customer a Leslie's certifcate valued at $100 since we did not meet their expectations and we cannot find a resolution in our system.

The district manager spoke with Mr. [redacted] on Saturday of last week. The district manager gave Mr. [redacted] his money back for the wrong product he purchased and he was given the right product for free. Mr. [redacted] was also given the District Managers phone number in case he is in need of any further...

assistance. Since we've received this complaint we have reached out to Mr. [redacted] twice and we have not gotten a call back yet.

Hello Revdex.com,[redacted] has been in contact with Mr. [redacted]and explained to him the reasons as to why we were unable to return the product back into the store location and he understood. In addition, Mr. [redacted] was explained the differences between Power Powder and Chlor Brite and the reasons as...

to why he would have different results given the two different products. We value Mr. [redacted] as a customer and offered him some Customer Appreciation Dollars rather than refunding him on the product.  Thank you.[redacted] Customer Care Team1.800.537.5437

The customer wanted to have the Diaphragm replaced and was advised by the store personnel that the Diaphragms are not covered under warranty but we would replace it for him anyway. The customer insisted that he continued to have issues with the cleaner so we gave him a brand new Phoenix pool cleaner...

and even dropped it off at his home. The customer was satisfied with this resolution. Thank you.

We contacted the customer after getting her email. She let us know what was going on. We then contacted the freight company on her behalf. They said that the customer was supposed to pick up the item on Wednesday and never showed up. During 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 back. The freight company did verify that they had the correct number on file. Since there was a gap in communication we called the customer back and did a conference call with the freight company. The 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 the. We 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 fee. We can waive the restock fee. However the return shipment fees would be what the freight company charges us to send it back . As the customer stated [redacted] delivers up to 150 lbs. Which is true, however it is [redacted] Freight that would make a delivery of that weight. Which is a much higher cost than regular ground shipping. Due to the weight of this item it did need to ship freight.

As the customer requested, we have removed the mailing address from our system.

[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 [redacted], 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,
[redacted]

Leslie's will Refund customer $80.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]