ComplaintsforFamily Pool, Spa & Billiard Centers

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased on 08/31/21 from the Family Pool and Spa at 8900 US Hwy 441 South in Ocala, Florida a pool pump & motor combo that we were hoping our existing PVC plumbing for our inground pool system would line up with the suction ports. My husband discussed his concern regarding this with an employee & that person did not indicate to my husband that there would be any issue to return the item if these ports & our PVC plumbing did not line up. They did Not line up. I can honestly tell you we never installed this item, no electrical was ever connected. All he did was sit it down & measure up where our PVC plumbing would line up to the pump & motor unit & he could tell right away it was not going to work for us. He was able to find a pump & motor unit somewhere else and installed that item immediately, we did not want the pool to go any longer than it already had without the ability for the pump to be circulating the water. My husband contacted Family Pool and Spa within a couple days of the purchase to return the item. We then realized that they have a no refund policy on these items. I was devastated, this was a $748.99 purchase. We were told all we could be offered was a store credit. We returned the item to the store on 09/04/21 & Eddie issued us a hand written note for a store credit. We thought we could utilize this credit to purchase primarily the chlorine pucks that we use; even though it would take us years to recoup our money. That has not worked. We have been told for months that they could not get chlorine pucks because of a fire in a Texas manufacturing plant. They said these pucks were in short supply and as of our last visit to the store in May 2022, they still could not get chlorine pucks. However, in January 2022 we were able to find ample supplies of chlorine pucks at another pool store in town. I emailed Mr. R****** on March 7, 2022 to appeal to his consideration regarding a refund. I have never received a reply to my email.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/28) */ Unfortunately pumps and motors are electrical components so we can not take them back and re-sell them for warranty purposes. When we do exchanges for items like this we use them on our own store property. Our no refund policy is prominently displayed in the store. Regarding the chlorine pucks. The vendor we have an account with is in very short supply, all of our chlorine customers are effected by this. There are other chemical products available, examples liquid chlorine, balancing chemicals etc..as well as many other items in our store that the credit can be used on. We do not ignore email responses I am very sorry that there was no response., The customer may have been sent to spam or reached out to a different party. We are more than happy to continue to honor the store credit, they deserve it. They can use it on more than just chemicals. Our trained staff can assist them finding an alternative sanitization program for their swimming pool. We are open 7 days a week and are there to help. Thank you Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) lesson learned

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