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Complaint Details
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Initial Complaint
03/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of Transaction: April 2022. Details provided in attachment.Business response
03/20/2023
On March 21,2022, The Pool Doctor gave an estimate to ********************* for resurfacing the ****, replacing bulb and gasket on existing **** light and installing a new ladder.
Upon inspection,a 30-year-old customary stainless steel residential ladder was installed in the ****. No reason was given to the estimator or the office on why they wanted the ladder replaced or compatibility of the ladder with their salt water sanitation accessory. The customer was quoted for a new residential ladder.The proposal was accepted and On June 16, 2022; the **** was drained and Marquis **** surface was installed along with a new bulb and gasket for the light fixture.
A Marine Grade residential ladder was installed on 6/29/22 after the **** was filled. It was manufactured by *************** @ ************************ a world leader in handrails and ladders and was purchased through a **** supply company called ****** Company.
Ladders are manufactured in two types of stainless steel; 304 stainless steel which is considered standard stainless steel and an upgraded 316L stainless which is considered and sold as Marine Grade stainless steel ladder.
On 10/27/2022 the customer called complaining that the new ladder was staining. On 11/2/2022 a new marine grade ladder was purchased and installed by The Pool Doctor. The ladder was replaced with no questions asked, trying to make customer happy. A warranty claim was made to the manufacturer after the ladder was replaced. As of 3/20/2022, the ladder has not been warranted by supplier or manufacturer.
On 12/22/2022 customer call and stated that the new ladder was discoloring and rusting at the water line. The customer was made aware of manufacturers warranty and that no other warranty was expressed or implied, and that all sales are final.
Customer expressed that he wanted his ladder replaced with a ladder that meets his expectations or he would like a full refund for the product.
The Pool Doctor is not the manufacturer of the SR ***** Ladder. The Pool Doctor is just the installer of the product. Once the product is installed both the customer and ******************** must follow the manufactures warranty.
Manufactures warranty is at ************************en-us/*******************************/warranty-information/
Manufactures warranty claim is at ************************en-us/*******************************/warranty-claim/Customer response
03/20/2023
Complaint: ********
I am rejecting this response because:I refuse to accept the delivered pool ladders (2) that rusted in **** days after installation. The Pool Doctor resurfaced my swimming pool based on Salt Water maintenance system, the pool ladder requirements would not be any different. *********** continues to dismiss the Customer relationship between ***** and ******************** company. I contracted with *******************-The Pool Doctor, the pool professional, not S.R. ****** his Supplier. I have not received any communications from The Pool Doctor since the 03Mar23 Text mail.
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.