Peak Auto Svc

To Whom It May Concern,The customer purchased the [redacted] Winter Cover from In The Swim on 09/19/2016. This was shipped on 09/20/2016 via [redacted] tracking number [redacted].The customer contacted us on 10/02/2016 saying they were missing screws. We let the customer know we could expedite them...

and have them sent from the manufacturer but if he couldn't wait and wanted to get them from a local hardware store we could reimburse him.The customer was not happy with either option and hung up on our representative. We can reship and entire new cover to the customer and pick up the old one. Currently we are unable to ship the screws from here because they are not in stock. I will note the account and if the customer wishes to obtain a new cover we can send that out and pick up the old one, or pick up the old one for a refund when received. Thank You,[redacted]Customer Care SupervisorIn The Swim

To Whom It May Concern,Sorry for the lateness of my reply. I have issued a full product credit for $99.99 back to the credit card that was used for the purchase. In The Swim along with many other pool companies in the industry are no longer accepting bubble damage as manufacturer defects; it has...

been found to be a result of chemical damage. I felt a refund was in the customers best interest. Thank you for your consideration,[redacted]Customer Care ManagerIn The Swim

Initial Business Response /* (1000, 5, 2015/10/05) */
To Whom It May Concern,
The customer had ordered a custom In Ground Liner and signed off on the measurements. There was an error in the measurments. This issue has been addressed after many conversations.
The customer then purchased parts...

from In The Swim on 7/27/2015. This was shipped on 7/27 from the manufacturer directly via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on Wed 7/29/2015 12:21 pm. The customer contacted us on 7/27 asking to cancel. We informed the customer that we can attempt to cancel with the vendor but could not guarantee this due to it shipping from them. We did not hear from the customer again until 09/21/2015. The customer contacted us to ask for return information. This was now outside of our 30 day return policy.
We contacted the customer back on 10/01 leaving a voicemail letting them know that we would allow the return as a courtesy within 2 weeks with the standard restocking fee. We have not heard back from this customer. This offer still stands.
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 paid. So that's why I would like to be compensated in some sort of way.
Sincerely
[redacted]

Initial Business Response /* (1000, 12, 2015/07/22) */
To Whom It May Concern,
This purchase was not made with In The Swim Pool Supplies. We apologize for any confusion.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim

To Whom This May Concern, I personally spoke with Mrs. [redacted] yesterday. We came to the agreement if she paid to return the heater, we would issue a full refund. Due to the product weighting 79 pounds I told her I could assist in a return label using our corporate discount. Mrs. [redacted]...

agreed and asked that we take the label amount our of her refund. I agreed and processed the label immediately. Once heater is received a refund via [redacted] will be issued. Thank you for your consideration,[redacted]Customer Care ManagerIn The Swim

Initial Business Response /* (1000, 6, 2015/09/09) */
To Whom It May Concern,
The customer contacted us on 8/24/2015 regarding the solar blanket bubbles popping. We informed the customer that according to the manufacturers warranty this is not covered. Bubble damage is caused by over use of...

chemicals. This is not a manufactuere defect. We offered the customer 10% off a new cover. They denied this.
The customer then spoke with a supervisor who explained that this was chemical damage and is not covered under warranty as stated in the warranty paperwork that comes with the product. As a courtesy to try and assist the customer we offered the customer 20% off a new cover. They were not satisfied with this either.
This offer still stands. The customer may contact us for the offer.
Thank you,
JoAnne[redacted]
Customer Care Supervisor
In The Swim

To Whom It May Concern, The customer purchased the Liner Step Kit on 05/23/2016. This was shipped the same day via [redacted] tracking number [redacted]. According to [redacted] this was delivered on Thu 5/26/2016 2:29 pm and was given to the customer. The customer contacted us on...

06/16/2016 letting us know they had not gotten any gaskets with their item. We sent a request as required by the manufacturer to have them send out the missing parts. They package their items and we do not obtain stock of the parts that are inside the box separately. The request was sent over to the manufacturer on Thursday after business hours. They would have obtained it on Friday. The customer contacted us on the following Monday 06/20/2016 asking why they did not have the item yet. We sent a follow up asking if they had an update yet. While awaiting the reply of the vendor the customer contacted us again on 06/22/2016 saying they no longer wanted to wait for the item to be shipped from the manufacturer. They wanted to return the entire kit. We offered to send a pre-paid return label. Once the item is brought back to our warehouse a refund will be issued.   Thank you, [redacted] Customer Care Supervisor In The Swim

To Whom It May Concern,The customer purchased Sand from In The Swim/[redacted] on 06/12/2016. This was shipped out on 06/13/2016 via [redacted] tracking number [redacted]. This was delivered on 06/16/2016 and 11:20 am. This was left at the front door.The customer emailed us on the evening of 06/12/2016...

requesting to cancel this order as they did not want the item any longer. We have 24 hours to reply to the customer. We answer emails in the order that they come in. Our orders ship out very quickly as to maintain our fast delivery rate. The email was responded to within 10 hours and 20 minutes on Monday, June 13th 2016 at 8:29 am.We advised the customer that the order was already in the shipping process as it was already placed on a truck and we were unable to retrieve it. As shown by the tracking the shipment was started with [redacted] at 10:27 am.  We let the customer know that they could refuse the shipment  by leaving a note. We asked the customer to contact us the next  day for the tracking number so that they could mark it on the note.We also told the customer that they could call [redacted] with that tracking number to refuse it over the phone. The customer emailed us again on 06/16/2016 requesting return information saying they were unable to refuse the order. We provided the customer with the RMA number and all return information. As stated by the return policy "Charges for shipping returned products back to us are your responsibility. We will exchange or refund your purchase, as you request. Please allow 10 business days from the date you return your package for your refund to be credited or your exchange to be completed. "

Initial Business Response /* (1000, 5, 2015/07/07) */
To Whom It May Concern,
Although we state on our website and catalog that the one-day delivery is not a guaranteed service and we have been able to make next day deliveries for this customer on a past order last September. This orders product...

was not in stock in New Jersey so it shipped from the next closest warehouse which was West Chicago. Fed Ex Home Delivery runs Tuesday - Saturday. So the delivery was made the next Home Delivery date of Tuesday.
While we try our best, unexpected demand can cause our products to be out of stock at certain warehouses, which is why we still shipped the same day of the order just from a warehouse a little further away.
As a courtesy the Consumer may keep the product. It can be used throughout the swim season. A refund of the $28.98 will be issued back to the Consumer's credit card.
Thank you for your consideration,
[redacted]
Customer Care Manager
In The Swim
XXX-XXX-XXXX x [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Through screen shots of the web site at the time I requested an update on the product delivery, I can demonstrate that there was no statement indicating that the service was or was not guaranteed, as indicated in the business response. Regardless, the return of cost is appreciated and is suitable for closing this incident. Thank you.

To Whom It May Concern,Upon reviewing this account, the pool was refunded on 6-28-17. The total amount being $1239.11 to the credit card it was ordered on.If you have additional questions, please let me know.Thank you,[redacted]Customer Care ManagerIn The Swim

Initial Business Response /* (1000, 5, 2015/05/25) */
To Whom It May Concern,
A website error occurred giving customer larger discount on-line than that loaded into our internal ordering system. Customer contacted us on Saturday 5-23-15 when our Internet Dept was off to verify. We asked the...

consumer to forward us the confirmation email to verify price customer received. Email has not been received. Today I was able to confirm error on order and refunded the customer his $10.00.
Thank you for your consideration,
[redacted]
Customer Care Manager
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the $10 monetary reimbursement provided by the company. I should not have had to take these steps to such a simple issue. Thank you to the Revdex.com for your quick and efficient handling of this matter.

Complaint: [redacted]
I am rejecting this response because:  Pretty amazing, because no one called me and no one spoke to me, but sounds like we are at least heading towards the right outcome somehow, one way or another. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/02) */
To whom it may concern,
The customer purchased the heater from In the Swim on 05/20/2015. This was shipped via UPS Freight Pro # [redacted] on 06/01/2015. This was delivered on 06/05/2015 at 11:32AM.
The Customer contacted us on...

06/16/2015 stating that the unit was not working and our parts department directed them to the manufacturer. This is a requirement by the manufacturer, as they are more equipped to accurately troubleshoot the issue.
The customer called back on 06/18/2015 stating that Pentair was not helping him, and that he was going to file a chargeback and disconnected the call.
The customer called back on 06/25/2015 going over the issue again and wanting compensation. The customer also wanted to speak to a Supervisor but disconnected the call again. We have not heard back from the customer regarding this purchase.
We called and left the customer a voicemail on 07/02/2015, in order to best assist the customer. We are willing to have a bill of lading issued to have the defective heater picked up and returned to our warehouse. Once the unit is returned we can either issue a full refund for the unit or reship a new unit to the customer.
We have also issued a $150.00 Pool Buck to the customer. This is a certificate that is valid for one year and can be used on any future purchase within that time. This was mailed out via US Postal Service.
Thank you for your consideration,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the pool heat pump June 5th. ON June 10th I had a pool company and electrician come out to install in order for it to be in for my two sons birthday parties. Once they were all done the service light came on and said low refrig. I contacted in the swim on 6/16/15 and again on 6/18/15 after several failed attempts to the manufacturer. The operator on 6/18/15 said well there is nothing we can do and I said well what are you going to do and they said nothing. This was terrible customer service. I again contacted in the swim on 6/25/15 and asked for supervisor but was on hold for over 20 mins so I disconnected the call. The operator on 6/25/15 again said nothing they can do and basically not there problem. I also never received a voicemail on 7/2/2015. The 150$ credit is ridiculous. I lost out on pool being heated for two bday parties for my sons which lets say worth 500$ a piece. Plus I had to deal with the manufacturer on the phone more than 10 times and my time is worth about 90$ an hour. The other thing is not having my pool heated for a month lets say is worth 20 dollars a day. I have 3 small children and they don't like the cold water being the reason I bought the pump. Then the rudeness on top of it all with the operators basically saying they couldn't do anything. I bought the pump from In the Swim and they should have been the ones contacting the manufacturer lining everything up and not me. I want compensation for the two parties where pool wasn't heated, my valuable time that is worth more than anything, and the whole time I didn't have a heated pool.. 150$ is nothing and all those things add up to more than the pool on top of having to pay electrician and plumber extra to come out right of way to hook it up thinking I would have it for the parties. One would think the supervisor would call me back but wasn't contacted by anyone till this complaint was filed. Since then the manufacturer has taken the broken pump.
Final Consumer Response /* (4200, 11, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Pentair and they have taken the defective heater. I stopped contacting In the Swim as they told me on multiple occasions when I called they couldn't do anything for me. I am looking for compensation for not having my pool heated for my son's bday party, all my time dealing with the defective heat pump, the extra money I paid for plumber and electrician to come out to hook up heat pump on no notice. In the Swim says they sent 150 pool buck which is a slap in the face...Two hours of my time is worth more than that and I have spent around 15-20 hours dealing with this already. Once again the defective heat pump is gone to Pentair and In the Swim has done nothing for the inconvenience. In all my time, extra money to hook up, lost days of pool being heated, and not having it heated for a huge birthday party for my 5 year old is worth more than the heater. The customer service was horrible all the times I called and operators kept telling me there is nothing they can do. I asked if that was proper customer service and they said well there is nothing else I can tell you. In The Swim may want to train their operators to be a little more customer service oreiented.
Final Business Response /* (4000, 9, 2015/07/16) */
To Whom It May Concern,
We have made every attempt we can to try and assist the customer. As previously stated the customer contacting pentiar is a requirment of pentair. They like to handle anything after sale. They are better equiped to troubleshoot the issue. We are unable to do this for the customer seeing as we do not have the unit on hand.
The customer has not called us back from our contact regarding issuing a pick up for the defective heater. We have offered to have this unit picked up and brought back to us for a refund or a replacement without the confirmation from the manufacturer of defect. Typically they take care of this.
The customer has already paid under cost for the heater and we have provided them with the $150.00 Pool Buck.
If the customer wishes to have the unit brought back they may contact us back so that the Bill Of Lading can be issued.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim

Initial Business Response /* (1000, 5, 2015/06/23) */
To Whom It May Concern,
The customer purchased the hoses from In The Swim on 04/30/2015. This was shipped via [redacted] tracking number XXXXXXXXXXXXXXX. This was delivered on 05/02/2015 at 10:14am, and was left at the front door.
The customer...

contacted us on 06/10/2015. They were informed that this was outside of our 30 day return policy.
We have refunded the customer for two of the hoses as a courtesy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's response to my complaint is a perfect reason why not to buy over the internet.
Anyone with common sense would know that if you order three identical items that are susposed to last two or three pool seasons and two of the items fail with twenty five days of use that the items were defective and that the one item that did not fail should not be trusted.
This company only refunded me for the two failed items and did so only as a "courtesy". What they failed to mention is that they sold me JUNK. Because it took forty days from purchase to fail they want it to appear that they are doing me a favor by returning some of my purchase price. If they had sold me a properly manufactered items we would not be having this conversation.

Initial Business Response /* (1000, 5, 2015/07/27) */
To Whom It May Concern,
The customer purchased this item on 06/15/2015. This was a dropship item. This meaning it ships directly from the vendor to the customer. This as stated on our website can take 7-10 business days. When you add the item...

to the car a pop up box shows this. Please see attachement.
The customer called us on 07/03/2015 very upset that they didnt have the item. We apologized and let the customer know this was due to deliver next week according to the vendor.
The customer never got the order. We had our Dropship Specialist contact the vendor. There was an error in recieving the P.O. We resubmitted the order on 07/22/2015 and rushed the shipping to the customer. We also waived the cost of the item $60.70. The customer was changed for tax and handling which we have since refunded back to the customers payment mehtod. This was done due to the issues and for the inconvenience. This customer recieved this order free of charge.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim

Complaint: [redacted]
I am rejecting this response because:
They sent me a damaged broken pump and a winterizing chemical kit neither will help me!
Sincerely,
[redacted]

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 delay in the return was because all products Consumers claim to be defective require the Consumer to speak to the Manufacturer to be deemed defective. At that point, In The Swim issues an RMA and the Consumer that can return the product for replacement or refund. This...

Consumer did not follow the procedure that is outlined in our return policy printed in the catalog as well as the internet. We returned the product to the Consumer to have them troubleshoot with [redacted].The product has been returned to In The Swim as of 7-18-17 and a credit was issued for the full product value. This credit was put back on their [redacted] credit card. Thank you for your consideration,[redacted]Customer Care ManagerIn The Swim

To Whom It May Concern, We are very sorry that we were unable to satisfy the customer sooner. Since they have purchased a new pump from another company we will issue another pre paid return label to have both units picked up for a refund. Once they arrive back the refund will be processed. We have also mailed a $50.00 pool buck to the customer that is valid for one year on any purchase. We apologize for the delay and any inconvenience. Thank you,[redacted]Customer Care SupervisorIn The Swim