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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1. Transation date 3/5-3-16/24 (current transaction #2) Transaction date 5/11/22-7/20/22 (original transaction #1)2. Teserra was to provide a new build salt water pool/spa of quality workmanship, materials and supplies.3. Nature of dispute: New pool build is 3 yr 3 mo and has a substantial leak. Teserra technician confirmed leak as substantial, took photos to show supervisor. I have not heard back as to how they want to move forward to resolve. This is the second complaint and 2nd confirmed leak which means that the original leak was not fixed, even though they said it was. They are now sayng that the pool is no longer under warranty. It is unsettling that a new pool would have the same 2 leaks in the same area within 3 yrs.4. Teserra has not communicatedwith me on how to resolve problem. Radio silence.5. I have no invoices, tracking numbers or written information except original signed contract. I was told verbally that the leak was fixed when I inquired that there was a leak currently.Business response
04/08/2024
********************* Teserra's customer service manager called the customer(*************************) today. She remembered him from before and was happy that he had called. He is sending out a leak specialist to check out her issue. That should happen this week.
**** told ****** that he would make sure she would be taken care of by Teserra and that he would follow through.
***************************
Customer response
04/08/2024
I am rejecting this response because:
I respect the response from the customer service Manager, that he will send out a leak specialist to check out "her issue". And make sure to follow through.
1. The only effort has been a phone call. There has been no actual date set for a leak specialist, or testing or any action after to resolve.
I will not close out this case until it is resolved and my pool no longer has a substantial leakage.
Business response
04/09/2024
The homeowner was called today 4/9/2024 and told the leak test is scheduled for 4/15/2024 at 12 noon with ****** the Leak Guy. Once the leak company has done their test they will give us a report to which we will respond. Usually the report is within 24 to 48 hours. We are not saying this is completed but giving a progress report.
JH
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Contact Information
38822 El Desierto Rd
Palm Desert, CA 92211-1170
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.