ComplaintsforPro Pools
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Complaint Details
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Initial Complaint
06/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pool heater. Pool heater arrived damaged. I am struggling with getting the company to replace the heater despite providing undeniable proof that heater arrived damaged. They acknowledge the issue but keep delaying the resolution and I am stuck with damaged heater.Business response
06/21/2022
Business Response /* (1000, 5, 2022/06/04) */ In an email sent to the customer: *********, Attached are the instructions regarding the return of the heater have been sent for the return of the heater. Any credits will be issued once the heater is received back. When the heater was delivered, the heater shipment was signed for as Free and Clear meaning the shipment was accepted as complete and whole. It appears the damage to the heater was concealed, meaning it possibly shipped that way from the manufacture, which is unclear at this time. We are working with you on getting the heater returned for credit review. We ask that you extend us a little grace to try and get this situation resolved in a satisfactory manner for all parties involved. This won't happen in an instant but will take more than a few days. Though we are working toward a resolution, we're just not there yet. We appreciate your patience and understanding in this matter. Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have scheduled the pick up of the broken heater for today. Please keep the case open as I navigate this process. I will advise if the vendor issues credit or replaced the defective heater. Business Response /* (4000, 9, 2022/06/14) */ The customer has sent the heater back to us and full credit has been issued on the order.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.