Peak Auto Svc

To Whom This May Concern,In The Swim's Return Policy does require the consumer to speak to the mfgr to determine if the product is under the Manufacturer Warranty. Unfortunately this manufacturer we don't always get the person who knows our account and what is requested of the consumer.On 5-30-17 [redacted] from the Mfrg. contacted our Returns Specialist who in turn notified our Customer Care Supervisor [redacted] that the customer needed the proper paperwork. Notes on the account show the necessary paperwork was sent via email to the consumer on the same day. I show the paperwork arriving back to us on 6-8-17; the manufacturer approved the warranty claim on 6-9-17 and the reshipment order was placed. The warranted motor was shipped via UPS on tracking number [redacted] and delivered today. For his inconvenience a $57.99 value chemical kit was sent to help clean up the non-circulated pool.Also it should be noted that the original purchase was made on 5-2-16 and the motor is backed with a One-Year Warranty. The original contact was almost a month past the warranty.Thank you for your consideration,[redacted]Customer Care ManagerIn The Swim

To Whom This May Concern,I have researched this customers name and address in my system. She has several accounts including a commercial location called The [redacted], but none are showing an order from 5-25-17. I have tried to contact the customer but was not able to leave a message at the...

number on the complaint. I was given a 2nd number to call, but there was no answer or voice mail available to leave a message. I ask that the customer contact me directly at 1-800-[redacted] x [redacted]. We are experiencing telephone issues with bad static, but the calls are still coming through as long as you hold for the representative. A 2nd phone number would be 630-[redacted] x [redacted]   Thank you for your consideration,[redacted]Customer Care ManagerIn The Swim

Initial Business Response /* (1000, 7, 2015/08/27) */
To Whom It MAy Concern,
The customer contacted us on 7/23/2015 stating that the solar blanket was seperating at the seam. We infomred the customer they could send in a 2ft x 2ft section of the solar blanket for warranty. THe customer emailed...

pictures of their cover on 7/30/2015. In the photos the seam was not splitting. The weld size differed but this is not a defect. The manufacturer welds differnt sections together. We informed the customer that they could go ahead and use the cover and if it begins to split to call us and if within a resonable amount of time we would honor the warranty because we were notified. The customer was not happy with this. On 8/05/2015 the customer contacted us again very upset that this seam size difference was not covered. We approved as a courtesy the customer can send in the section for warranty. We were going to reship when rcvd.
The customer said they would send in the seciton. However, on 8/18/2015 we recieved a chargeback issued by the customer for this order. The funds were returned to the customer for this order. We will not be honoring the warranty for the item as the customer has received a full refund.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim

Initial Business Response /* (1000, 5, 2015/07/15) */
To Whom It May Concern,
Upon review of the customers issue we have determined that the best resolution would be to issue a pre-paid return label to have the unity sent back. Once it is received we can issue a refund.
We have also...

determined a substitute cleaner that we can offer to the customer at a discounted price. They may contact us to proceed.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to work with company they have done nothing for me. Since I received this response from this company I have spent several hours trying to talk to customer service. No one new about what I was trying to tell them about the offer that the customer care supervisor had made. When I asked to talk to her they would not let me. After several more calls I talked to a customer service rep name Shalna Simon who put me on hold for 15 min came back on the line and stated for me to return the product and they would ship me a new pool cleaner at no extra charge. I did and they refunded m credit card. Next I talked to a young man who stated that would sell me a new pool cleaner at no extra cost, I still have not got this item. This company lies to customers and does what ever they want to do and you have no recourse
Final Business Response /* (4000, 9, 2015/07/27) */
To Whom It May Concern,
We were offering to sell the customer our cleaner E1597 at the same cost as the cleaner the customer bought. This was noted in the customers account. We issued the pre paid label to have the old unit sent back to us for a refund.
The customer sent back the cleaner. This was refunded back to the customers charge card on 07/21/2015 in the amount of 519.20.
The customer called to place the order for the new cleaner and ordered a different cleaner item E1116 for a total of $404.10. As for speaking with me about the offer we apologize as this was never brought to my attention. However I had it noted in the customer account. We apologize for any confusion.
This was shipped on 7/24/2015 via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on Sat 7/25/2015 2:44 pm and was left at the front door.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Siwm

Initial Business Response /* (1000, 5, 2015/10/21) */
Consumer originally placed order with In The Swim for a winter cover back on 09/17/15. Contacted us 09/22/15 letting us know cover was originally too small and Cable that is included with the cover was also too small. Consumer did email us...

pictures and we had verified cover was too small. We had contacted our consumer back and left a voicemail explaining our procedure of sending in a 6'x6' section and a pre-paid label would be provided.
On 10/08/15 consumer reached us again explaining she is not satisfied with the resolution, she was informed of our options which were customer could pre pay for a cover so we can have one shipped while we waited to receive her 6'x6' section due to our warranty policy. She was not interested in doing so.
In The Swim will be shipping a new cover for the inconvenience, we also will still be providing a pre-paid label that would be expected via-email and Mail for our customer to send in her 6'x6' section.
Thank you for your consideration,
Leo [redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prepaid shipping labels are only good for a few days. I cannot remove the cover until June because the pool is winterized. If the label is being sent mid June that will be fine. Otherwise I am still stuck in the same situation.
Final Business Response /* (4000, 9, 2015/10/29) */
To Whom It May Concern,
The section will not be required. We have already shipped out a new cover to the customer. The tracking number is 060116389374792. This was delivered on 10/27. The customer chan choose to swap them out, or wait.
Thank y[redacted]
Customer Care Supervisor
In The Swim

To Whom It May Concern, The customer purchased the slide from In The Swim on 06/10/2016. This item was shipped  out the same day via [redacted] freight pro # [redacted].According to [redacted] tracking this item was delivered and signed for free and clear of damage on 06/17/2016 at 2:40 pm.The...

customer contacted us on 06/18/2016 stating that the slide was damaged. We requested photos of the damaged item. The person on the phone let the customer know the photos would be reviewed by a supervisor and we would see what could be done even though they signed for the item free and clear of damages.On 06/20/2016, these photos were reviewed and it was determined that we could not issue a damage claim due to the signature however, we would be willing to assist the customer. We requested the serial number from the customer that was on their slide. We then called the manufacturer to obtain part numbers.On 06/23/2016 we left the customer a voicemail letting them know we were waiting on the manufacturer to get back to us with the information needed to order the parts.The same day we obtain the item numbers that we could special order. We left the customer a voicemail again letting them know that we obtained the information and that we wouldn't require the broken item back. We asked that the customer please call us back so that we could get this confirmed and sent out.We have not heard back from the customer regarding this. Once the customer calls us back to confirm the parts we can certainly get them on order to be sent out to the customer from the vendor as a courtesy.We at In The Swim are trying our best to assist the customer regardless of the signature on the damaged goods delivery.  We are willing to get the customer replacement parts and have tried diligently to stay in contact with the customer. We will await their reply. Thank you,[redacted]Customer Care SupervisorIn The Swim

To Whom It May Concern,The customer purchased a heater from In The Swim on 05/01/2016. The customer put this order on [redacted], which is a payment plan for customers. Their fist and currently only payment was made on 05/02 for $252.36.The customers order was shipped via [redacted] Freight Pro #...

[redacted]. This was delivered on Thursday, 05/05/2016 at 2:17 P.M.  This was signed for by the customer Free and Clear of damages, releasing us from any liability for the damages. The customer then contacted us stating this item was damaged. We informed the customer that they signed for it free and clear of damages. This item should have been refused or marked as damages. As a courtesy we will contact the customer to issue a BOL to pick up the heater for a refund.  Please note that in the future items must be inspected before signing for damaged goods. Thank you for your time,[redacted]Customer Care SupervisorIn The Swim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution as long as In The Swim picks up the Heater and refunds the money that was takin out of my credit card and stops any more payments to be takin out of my credit card.Thank you, 
[redacted]

To Whom This May Concern,We received a call from this consumer on 8-29-17. They indicated they spoke to the manufacturer and provided us with a Trouble-Shooting case number. When we followed up with the manufacturer they said the cleaner was not defective and that the consumer was upset the cleaner...

was caught up on their steps; but there are products to prevent this from happening. Consumer kept calling multiple times and started using profane and  prejudiced language to multiple phone reps.To assist in this claim we will be refunding the Consumer in full and ask that they never shop with In The Swim again. Thank you for your consideration,[redacted]Customer Care Manager

Initial Business Response /* (1000, 5, 2015/05/26) */
To Whom It May Concern,
The customer purchased the liner from In The Swim on 05/16/2015. This was shipped 05/17/2015 via FedEx ground tracking number XXXXXXXXXXXXXXX. This was delivered on Wednesday, 05/20/2015 at 2:52PM and was left at the...

garage.
The customer contacted us on 05/22/2015 and spoke with our representative who informed them that as our return policy states, Due to the nature of the product no returns will be accepted on custom orders (except for manufacturer defects), above-ground liners and drilled solar reels. Handling fees are non-refundable. Due to this no return would be able to be accepted. The customer called back again and spoke with someone else who stated the same information. The customer disconnected the call.
As a onetime courtesy due to the item being unopened and unused the customer may send it back for a refund. They may order the new size at their convenience. Upon receipt of the unopened liner a refund will be issued back to the customer's payment method.
Thank you for your consideration,
[redacted]
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We greatly appreciate the kindness. We have mailed back the unopened liner at OUR expense. We have all tracking information and will be looking forward to our refund so we can reorder the correct size.
-The [redacted] Family

Complaint: [redacted]
I am rejecting this response because:  I would like to have a contact with IN The Swim to forward my emails that I received from In The Swim . I did not ever order this item ,please under stand. This was sent to me by mistake. I was asking for pricing and availability. I explained that this item was not the correct replacement part . Please give me the address for returns return label for returns .  
Sincerely,
[redacted]

To Whom It May Concern,The customer purchased a [redacted] The Whale from In The Swim on 03/20/2017. This shipped the same day via [redacted] tracking number [redacted].The customer filed a [redacted] trusted review regarding the cleaner not working. We replied letting the customer know to call the...

manufactuer to troubleshoot the item. If they deemed the unit defective we would pick it up and reship a new one or issue a refund.The customer then emailed our customer service team letting us know that they refused to troubleshoot the cleaner with the vendor becuase they wanted them to get into the pool.Our return policy does not accept returns on items that are not in new condition unless the unit is defective. However, as a courtesy on 03/30, in responce to that email we informed the cusomter that we will accept the unit back without troubleshooting it but there will be the 20% restockng fee applied.The customer was not happy with the fee. We explained agian if they wish to have the unit deemed defective we would gladly pick up the unit. We did not hear back from the customer again.This offer still stands. Thank you,[redacted]Customer Care SupervisorIn 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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/07/20) */
To Whom It May Concern,
We are showiung that we waived the $10.00 fee and reshipped a new cover to the customer on 07/02 via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered to the customer on Fri 7/03/2015 10:34 am and was left at...

the front door.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim

To Whom It May Concern,The customer purchased a pump from In The Swim on 05/25/2016. This was shipped on the same day via [redacted] tracking number [redacted]. The customer contacted us on 08/18/2016 far past our 30 day return window. They let us know the unit was leaking. We troubleshot the unit...

and deemed it defective. We informed the customer that since it was outside out return policy time frame they could send the entire unit back for warranty. Once it arrived a reshipment would be sent. The customer contacted again on 08/18/2016 upset with this solution. We informed the customer that if they didn't want to send back the entire unit for replacement they could send back the defective part and we could also replace that under the warranty.  The customer did not want to pay to send the unit back as prices would be so high. We also offered the customer a consolidated return label so they could send it back at our lower rates.We did not hear from the customer again regarding this. We will as a courtesy reship a new unit today. We will also send a pre paid return label to have the old unit picked up and brought back to us. The reshipment will be processed today. The label will come standard mail. Thank you,[redacted]Customer Care SupervisorIn The Swim

To Whom It May Concern, One of our representatives called the customer again on 07/06/2016 and spoke with them. They confirmed all part numbers and put them on order to have them shipped from our manufacturer. Thank you,[redacted]Customer Care SupervisorIn The Swim

To Whom It May Concern, A $45.00 check request has been issued. The transaction is too old for [redacted] to accept a refund. Consumer will receive a check in 10-14 days through the US Postal Service. Thank you for your consideration,[redacted]Customer Care Manager

Initial Business Response /* (1000, 8, 2015/05/18) */
To Whom It May Concern,
The customer purchased the [redacted] Cover Pump from In The Swim on 02/20/2015. This was shipped via [redacted] tracking number XXXXXXXXXXXXXXX on the same day. This was delivered on 02/24/2015 at 12:58PM and left at...

the front door.
The Customer contacted us directly via phone on 04/20/2015 regarding the item not working. They were advised to contact the manufacturer to troubleshoot and for warranty. This was an error as we process the warranty once the 30 day return policy is up. They can still talk to their technical team to discuss the issue however.
The Customer did a return request through [redacted] on 04/21/2015. This was denied due to the time that had lapsed. This was now in a warranty state. We did not block the customer on [redacted] Once a return request is replied to eBay does not allow another one to be opened.
The customer then did a claim with eBay explaining the issue further. This was on 04/28/2015. We replied to the customer informing him that this was covered under the warranty and to give us a call so that we may assist with the warranty process. We have had no further contact from the customer regarding this shipment.
This is still covered under warranty. The customer may contact us to process this.
Thank you for your consideration,
[redacted]
[redacted]
In The Swim
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they are going to honor the warranty I have no problem accepting this response. However, they are not telling the truth as to how this was handled at no time was I informed to call them back that they would honor the warranty. I did speak with the manufacturer troubleshoot dept and they were able to assist with getting the item working again.

To Whom It May Concern,Upon review of this complaint I see what was happening to Mr. [redacted] on-line. He was ordering chlorine that was $107.99. With the $10.00 discount, this brought the order below $100.00 so the handling fee was reappearing. To assist in the purchase with $10 off and Free...

Handling I was suggest the Mr. [redacted] contacts our Customer Care Dept at 1-800-[redacted] to place the order. I have added notes to his account #[redacted] to honor the $10.00 and well as the handling fee.Thank you for your assistance,[redacted]Customer Care ManagerIn The Swim

To Whom It May Concern, I have read this complaint and agree with the Consumer. I have issued an In-House credit for the $34.20. This credit will be available tomorrow 10-7-17 for use. Consumer is not required to purchase another Solar Cover; they may use the credit on any In The Swim...

product. Thank you for your consideration,[redacted]Customer Care Manager