Peak Auto Svc

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 Sincerely, [redacted]

To Whom It May Concern, The customer purchased a Pool from In The Swim on 08/20/This was shipped via [redacted] freight on 08/23/with pro # [redacted] This was delivered on Friday, 08/26/at 2:P.Mand was signed for by [redacted] The customer contacted us on 09/02/letting us know that they were missing the hardware for the poolWe issued a missing parts form to have the manufacturer send out the missing partsThe customer called back again the next day letting us know they were also missing the coping stripsWe then submitted a new missing parts form to the manufacturer for both things that were missingThe customer contacted us again on 09/06/asking for a discount on the item due to the inconvenience This needed to be authorizedAn email was sent to a supervisor for this requestThe supervisor authorized a $Credit card refund and an additional $Pool buck that can be used towards any future order for up to a yearThis was on 09/07/The customer called again the next day wanting an updateWe informed the customer that the manufacture was going to ship out the missing items directly to them on 09/09/The customer was not satisfied with this and wanted the entire item picked upWe called the customer back the same day to schedule an estimated pick up date and time frame [redacted] requires a four-hour window of time to be able to pick up freight itemsThe customer did not want to agree to this and began using inappropriate language to our phone representative, and stated that if we did not pick up the pool they would set it on fire The customer then hung up on usWe were unable to get a hole of the customer to get a date and time to schedule the pick up so we sent an email on 09-14-at 11:42am to the customer to please contact us back to schedule the ***The customer called us that day and gave us a timeThe [redacted] paperwork was emailed to the customer on 09/15/Once it arrives back at our location a full refund for the item will be issued Thank You, [redacted] Customer Care Supervisor In The Swim

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 With an additional amendment, I would like to receive compensation for the out of pocket money that I spent to have the new cover set up and install Even though they was unable to finish the installation they still had to be paidSo that's why I would like to be compensated in some sort of way Sincerely [redacted]

Complaint: ***
I am rejecting this response because:The tabs on the top of the package were intact in both shipments and it was impossible to tell that the tabs below were broken.It is unreasonable to require consumers to dig through a bucket of toxic material just to inspect tabsThe broken tabs problems were discovered as the product was being used and problems reported when identified. I do not have intention to make future purchases from IntheSwim as I no longer have trust in their product quality ( same issue twice)Based on the detailed description and photos I have provided to IntheSwim I estimated the damage that was not reimbursed to me as 20lb worse of tabsIt is equivalent to roughly $of monetary lossPlease either send 20lb of the unbroken tabs or issue a *** credit to in the amount of $
Sincerely,
*** ***

To Whom It May Concern,The customer purchased a winter cover from In The Swim on 09/07/This was shipped on 09/08/via *** tracking number ***.The customer contacted us on 09/23/saying the cover was too smallWe offered a pre paid return label for a section to be picked
up for refund or replacementWe let the customer know we could either do this now or in the spring if they wanted to leave it on.On 09/28/the customer emailed us back letting us know they would send this back for a replacementWe sent the pre paid label and did not hear from the customer againWe have issued a refund in the amount of $the amount the customer paidPlease see the attached order copyThere is also a copy of the refund providedThis was done as a one time courtesy as the customer never sent back the section. Thank You,*** ***Customer Care SupervisorIn The Swim

To Whom It May Concern, Consumer will receive a refund of $back to original payment method, *** ending ***. Please allow 2-business days for this payment to reflect on the Consumers Credit Card statement. Thank you Customer Care Supervisor ***
*** In The Swim

Complaint: ***
I am rejecting this response because: No one ever called me back for confirmation The last voicemail I received was to inform me that information was awaited from the manufacturer This was last Thursday I never heard back after that voicemail.
Sincerely,
*** ***

Because we don't want to waste anymore time dealing with this situation or with In The Swim, we have decided to go in a different direction regarding the exchange of our heater Quite honestly after reading the numerous complaints on the Revdex.com's site regarding this company as well as the completely response they gave to our complaint, we are very, very leery that they would even follow through with replacing our broken heater It concerns us that we would return the heater and they would not send the replacement or at least not in a timely manner, leaving us without the heater for the rest of the summer I do want to make one very important and in my opinion very convincing point; had they just "approved a pick up and reship to assist the Consumer" as they stated they did in their text (which, by the way, was A COMPLETE LIE), we would not have had any need to contact the Revdex.com -- think about that! I hope any consumers reading this dialog will consider the point that was just made and decide for themselves how aboveboard In The Swim really is (IS NOT) This is apparently how they operate: tell the consumer there is nothing they can do -- until the Revdex.com gets involved of course Then claim falsely that they offered to make restitution so they look good So now it will seem as if we refused to accept their offer, but as was stated previously, the offer was made too late Had they actually offered to replace the heater when we first contacted them, we would have had no problem whatsoever accepting In conclusion, we will not be returning the broken heater and will NEVER buy from this company again

Initial Business Response /* (1000, 5, 2015/08/11) */
To Whom It May Concern,
The customer purchased a pool from In The Swim on 6/30/via UPS tracking number XXXXXXXXX
The customer signed for this damaged shipment on 7/7/at 2:56pmOnce a damaged freight shipment is signed for free
and clear of damage we are unable to file a claim for this product
Even though the customer signed for the item we spoke with our vendor and told them the customer was missing the capsThey expedited them to the customerOn 08/07/the customer contacted us again stating they were the wrong ones and was filing a complaintWe are doing our best to assist the customer even though the signed for the shipment
On 8/11/we were able to get the actual part number from the customerWe have sent over another expedite request to the vendorOnce we have an update we will contact the customer
Thank you,
*** ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ups drive refused to stay for hours while we went through allvtge boxesIf we don't sign for it he couldn't leave the pallet
So it's a lame excuse by in the swim to say "well you signed for itIn the swim has poor business practicesTheir excuse is ridiculous
I made several calls and got no where
I purchased a pool a month and a half ago with expectations to swim this year, but I guess not because I have damaged parts
Cusumers please be causious of this companyThey will fight you all the wayI spent $
With this company and I still can't put my pool up

To Whom It May Concern,
The customer ordered Chlorine from In The Swim on 06/15/This was shipped on 06/16/via *** tracking number ***This was delivered on Thursday, 6/18/10:am and was left at the front door
The customer did not contact our customer service
department until 09/08/He stated that the water was cloudyOur representative asked the customer for all the water levelsWe went over them one by one and each was at a good range, including the ChlorineThis showed that it was working properlyWe asked the customer if he had a sand filter and when the last sand change wasThe customer informed us that he did have a sand filter and that the sand had not been changed since he bought the filter in The rep informed the customer that this may be what is causing the cloudy waterThe customer then asked to speak with a supervisor
The supervisor on duty then took the callHe went over all the chemical levels and rangesThey were all in the ideal rangeThis again showed that our product was workingA dirty filter can cause the water to remain cloudyEspecially after a long period of timeThe customer also explained that is *** feeder kept getting cloggedWe informed the customer that they would need to call the manufacturer Pentair to troubleshoot the unitThey would be able to tell us exactly what the issue isIf Pentair stated it was the chlorine, we would certainly look into a discount of some sortThis was explained to the customerWe asked the customer to call us back with the techs name after he troubleshot so that we could best assist,
We have not heard from the customer again
Thank you,
J*** ***
Customer Care Supervisor
In The Swim

Initial Business Response /* (1000, 7, 2015/07/14) */
To Whom It May Concern,
In The Swim was able to change this order to dropship directly from the mfgr as opposed to waiting for our fall stock of winter covers to be delivered
The order shipped on Fed Ex tracking # XXXXXXXXXXXXThe cover
was delivered on 7-10-at 11:18amET
Thank you for your consideration in this matter,
*** ***
Customer Care Manager
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (2000, 9, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because they finally sent me the pool coverThis, of course, was due to your intervention without which, I fear that I would still be waiting

To Whom It May Concern, Consumer purchased Above Ground Filtration System on 6/02/The Consumer called In The Swim on 8/20/to report having an issue with the pump not working. The Consumer stated she was having an issue with the switch. The Consumer was instructed to
contact the manufacturer *** to troubleshoot the unit to determine its defect for the warranty. Consumer then called In The Swim back with the name and extension of the rep they spoke to at *** but not the results of the defect. In The Swim contacted the manufacture to get more information on 8/22/2017, with no success. On 8/23/2017, another rep reached out to *** who stated the Consumer was experiencing a motor electrical issue. *** suggested to the Consumer to have a technician out to come fix the unit, which the Consumer did not want to pay forThe Consumer was then asked if a licensed professional had installed the pump and it had not which is a requirement of the manufacturer’s warranty. At that time, the Consumer was referred to the Parts and Technical Supervisor to further troubleshoot the unitOn 8/28/the pump was deemed defective by the Parts and Technical Supervisor, and a *** Pre-paid Label was sent as a courtesy to pick up the unit and have it returned back to usIn all warranty claims, the Consumer is responsible to ship the product back to us for warranty replacementOn 9/12, Consumer called us looking for replacement pump to be sent out, returns take 7-business days to process per In The Swim Return Policy. Consumer’s replacement pump was shipped out the same day9/18/Consumer called to report receiving the incorrect pump, and item was shipped to a incorrect addressThe Supervisor issued a label for the incorrect item, and reshipped the correct item out right away9/21/Consumer was given a $refund to the credit card and a $Coupon to use on a future purchase offered by Part and Tech Supervisor. The Consumer was requesting us to reverse the final payment of her Easy Payments for the filtration system, which totaled $To assist in the complaint a refund of an additional $will go back to the Consumers Credit Card to equal the final payment once the Consumer has agreed Please let us know the Consumer’s decision in this matter Thank you Customer Care Supervisor *** *** In The Swim

To Whom It May Concern, On 6-21-we were contacted by this Consumer that she was going to return a *** *** ***on 6-26-we received the base portion of the box reel setThe tube box was never received by In The SwimOn 8-24-the Consumer called us again looking for her creditWe
advised we did not receive the entire product backWe were still waiting on the tube box to issue the refundWe asked the Consumer to provide the tracking number for the box not received and was told she did not have that informationWithout the product back or proof it was receivedThis box size is very long; 108" L, 7" W, and 4" HWe recommended that the Consumer contact the carrier and file a lost or damaged claim depending on why they never delivered it to usThis is not illegal; this is the right of the Consumer as long as they purchased insurance with their shipment. To assist in the claim I am happy to issue a 50% credit for the item we did receive backIf the Consumer can provide a tracking number we could see how they need to proceed to get the other 50%. Thank you for your consideration,*** ***Customer Care ManagerIn The Swim

To Whom It May Concern,May 6th was first point of contact with this ConsumerHe sent pictures showing the damage. A return label was issued for the pool pumpWe advised the Consumer of the procedure for receiving damaged productIn The Swim issues a pre-paid return label when the item is
received back at our Returns warehouse a new product would be sent unless a refund was requestedThe Consumer asked for a Supervisor at that timeThe notes on the call explain our option process and at the time of that call he requested a refundWhen the product was received back to In The Swim on 5-24-a refund to his *** *** credit card that was used on the original purchase on 4-19-17. We sincerely value this customer but the Returns Deptfollowed the instructions of a full refund for the pump. Thank you for your consideration, *** ***Customer Care Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom It May Concern,The customer purchased a gas valve from In The Swim on 11/03/This was a drop ship item, meaning it was shipping directly from the manufacturer to the customerThis was shipped on 11/03/via *** tracking number ***This was delivered on 11/05/
and was given to the customer. The customer was contacted on 01/06/for payment for this orderThis was two months after the part arrived The customer then called back and spoke with their account manager asking to return the itemThey were told at that time that it was past our day return policy time frame and was not eligible for return. The customer then called back again and explained that they wanted the order cancelled at the time but it had already shipped and it was unable to be cancelledThey were advised to refuse the shipment or they could send it back They said that too many people worked there and they were unable to refuse itThey were told they would have had to contact us right away and send the item backThis is now way outside our day return window. The customer then called 02/24/stating they never ordered this itemThat they were not going to pay for the bill due to thisWe explained again all previous conversations and that it was ordered and was unable to be cancelled due to it already shipping by the time of contact The customer spoke with another rep the same day, saying they had an email from someone saying they could return itWe asked the customer to forward it to us so we could see what was going onWe never got the email from the customer.The customer was then sent to collections for non payment when they still had the part and were responsible for it. As a one time courtesy if the item is new and in resalable condition, we will accept return of the item to us within a weekThere will be a 20% restocking fee appliedOur standard return policy states we accept new unused items within 1-days from date of purchase for a full refundItems that are returned new in 15-days will have a 20% restocking fee applied. Thank you for your consideration,*** ***Customer Care SupervisorIn The Swim

Initial Business Response /* (1000, 5, 2015/08/10) */
To Whom It May Concern,
The customer contacted us regarding the issues with his paintWe offered a few options that the customer was not satisfied with
We contacted the manufacturer as they package and ship the paint and primers to us
We were able to work something out with them regarding their issue
The customer was sent pre paid shipping labels to have the un used cans of paint sent back
The customer has been refunded for gallons of primer and gallons of paint
Thank you,
*** ***
Customer Care Supervisor
In The Swim

To Whom It May Concern,The customer purchased Chlorine from In The Swim on 11/29/This was shipped on 11/30/via *** tracking number ***.The customer contacted us almost months later saying the tabs were dissolving very slowWe informed the customer that this item was non
returnable as it was outside of our return policy and that the way you store the chemical can affect how effective it isIt needs to be stored in a cool dry placeHowever we asked the customer to test a tab in a regular bucket of tap waterThe customer said they would call back.The customer called back on 06/20/stating that they refused to do the tap water test as it would only prove that the tabs worked but doesn't answer why they dissolve so slowlyAs stated on our web listing and in our catalogs " inch tablets are thicker than other pool chlorine tablets, allowing them to dissolve slower and protect your pool water for longer"As a one time courtesy we have issued an In Store credit on the customers account in the amount of $107.99, the price that the customer paid for them in November of 2015. Thank you,*** ***Customer Care SupervisorIn The Swim

To Whom It May Concern,The customer purchased a year A/G 21X41/Oval Winter Cover from In The Swim on 09/15/This was shipped on the same day via FedEx tracking number ***This was delivered on Thu 9/17/1:pm and was left at the front door.The customer contacted us on 10/12/stating that the cover was splittingWe issued a return slip to have the defective area picked up and returned to usA replacement cover was shipped out via FedEx tracking number *** on 10/12/This was delivered on Wed 10/14/1:pm and was left at the front door. The customer contacted us again on 10/19/stating that the new cover was having the same issues as the previous cover We issued a pre paid label again and reshipped an upgraded cover on 10/19/via FedEx tracking ***This was delivered on Wed 10/21/2:pmWe have not heard from the customer again about any issuesWe have yet to received either of the other covers back.Thank you,JoAnne ***Customer Care SupervisorIn The Swim

Initial Business Response /* (1000, 5, 2015/07/23) */
To Whom It May Concern,
The customer purchased a liner from In The Swim on 06/12/The liner was shipped the same day 06/12/via *** tracking number XXXXXXXXXXXXXXXThe customer placed the order over the phone and the
representative informed the customer that the estimated delivery would be 3-business days
The customer stated that this was listed as a one day deliveryShe informed him that this was not a guaranteeMany times our items make it in one day if shipped from the closest warehouse to themIf the item is available in that warehouse and ordered by 4pm CSTThe customer then stated that if it was not there by Sunday he needed to cancelShe informed the customer that we couldn't guarantee this and *** doesn't deliver on Sundays or MondaysThe customer stated if he needed to cancel he would call back because he would then need to buy locally
On 06/14/the customer called and spoke with one of our customer service representatives stating that he was outragedHe said he was lied to by the representative and was told the product was one day deliveryThe rep apologized for any inconvenience and provided the customer with the tracking number, showing it would be delivered TuesdayThe customer then asked to speak with the supervisor on duty
The supervisor on duty took the phone callThe customer began yelling and cussing at the supervisorHe stated that he wanted to cancel his order because he was lied toShe apologized and informed him that the liner was on its wayHe then stated he wanted to speak to a person above her
The call was transferred to the only other active supervisor on duty for the dayHe continued to yell that this was a lie, he was told it was Saturday deliveryWe pulled the phone call recording to hear what was saidThe representative who placed the order stated 3-business days for deliveryThe customer stated he needed it by Sunday and would need to cancel if notShe said it was possible to make it in 1-days but not a guaranteeThe supervisor offered to give the customer a discount to keep the linerHe then demanded $refundHe stated if we didn't do it he would contact his bank and say we stole his moneyHe then disconnected the call
He called back the same day and got the same supervisorHe didn't want to speak with her so he disconnected the callThe customer called back again and got a representative stating he was going to three way call the bank and reverse the chargeThe representative got the supervisor who then took the callOnce he got back on the phone he began to harass her, cussing and calling people namesHe stated if he wasn't getting it today he wanted to cancelShe informed him she would reroute the package to come back to usInstead of waiting for the product to come back before refunding she also refunded him right awayThe customer then said he wanted a real supervisor and hung upShe processed the refund and the reroute and emailed another supervisor, who was not in for a few days
The customer called back the next day 06/15/requesting the information of our attorneyHe wanted to talk to someoneThe representative informed him that as soon as he was back he would give him a callHe called back again the same day stating that he wanted to speak with a supervisor but did not want to be transferredThe parts rep that he was speaking with informed him that he could email one to give him a call back since he didn't want to be transferredHe agreed, but then stated that if a supervisor called him he would consider it harassment since he wanted a lawyerHe then disconnected the call
Our supervisor Jimmy called the customer and left him a voicemailThe customer told Jimmy that he was still charged for the linerOn 06/22/jimmy requested a copy of the charge so he could assist the customerHe never got anything from the customer
On 07/08/the customer called again requesting the information of the VP/CEOHe was informed all were in a meeting and said he would go to a voicemail
Our sales Manager, Call center resource manager and Vice President called the customer on 07/08/He demanded $for the install that didn't happenHe scheduled this install for Saturday, even though our rep told him 3-business daysHe stated he needed it by Sunday, if not he would need to cancelHe made no mention of installers coming the day before he needed itThe Vice president informed him that we could not reimburse him for the install fee and that we have refunded him in full for the liner
We have had no further contact from the customer
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim