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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchases a Spa Vacuum and the sales person said it was returnable. Two days later we went to return the item as it caused scratches and dents on the SPA and did not vacuum any dirt.. The store refused the return. 1. violation of warranty 2. fraudulent misrepresentation 3. refund if a product is defectiveBusiness response
08/16/2022
To whom it may concern,
**. ****** did purchase a vacuum with us and did try to return the vacuum a few days later with the claim that it did not function and that it scratched up his hot tub. We've sold hundreds of these vacuums over the last year with no issues. The manufacturer provides instructions and a warranty registration card with each of their products sold. (see attachment) The warranty is a limited manufacturers warranty honored by the manufacturer as mentioned in the attachment. We did not accept a return becasue the vacuum was used and had debris in the catch screen. There was no violation of warranty do to the fact that warranty registration must be completed and is honored by the manufacturer. There are no refunds on this product, the manufacturer will fix the vacuum or in most cases replace it with a new one if the warranty was not voided. We are sure where there was any fraudulent misreprsention as all the instructions are provided from the manufacturer. We would be more than happy to assist **. ****** in completing the warranty registration and then contacting *********************** for him to see if they would honor him a new vacuum.
Thank you for your time!
Mike B********
Manager of Pocono Pool & Spa LLC
Customer response
08/25/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: The sales person stated we could return this device within several weeks if it does not work as expected or any other reason.
Regards,
****** ******Business response
08/31/2022
If the vacuum is not working, we would be happy to take the vacuum back and exchange it for a new one or give you a store credit. The vacuum was purchased for $40 and returned used and dirty with debris when it was returned the first time. We will make an exception and take the vacuum back, but the vacuum must be clean and free of debris for us to accept the return. We will not exchange or honor a store credit if the vacuum comes back dirty.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.