- Report: #1168242
Report - Rebuttal - Arbitrate
Complaint Review: Polygroup
Polygroup Do Not Buy A Pool From This Company And Expect Them To Backup Their Product Boise Nationwide
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I bought a pool in May from a box store that included a pump.
After setting up the pool in a timely manner we used the pool
infrequently due to weather and water still cold. In June when
weather was more cooperative the pump stopped working
efficiantly so I called Polygroup to do some troubleshooting.
They told me to take pump off and look in it. Of course they
don't include anything to stop the gushing water but I had already
anticipated the removal of the pump and brought a sink stopper that
would cover the hole. As soon as I looked in the pump I could see
the rotor was at an angle and other broken pieces in the case.
I told the Polygroup agent what I saw. She said OK I will send
you what you need. First though you need to send a proof of purchase.
No problem, I had a picture of the receipt out in 20 minutes. Except
they need 24 to 48 hours to recieve the email. At this time I thought
whatever and couldn't wait to get me replacement. 48 hours later I call
because I havent heard from them, well it seems they needed another
24 to 48 hours for the warehouse to box up what they were sending
and because I just had a warranty claim (didn't matter they already
had my money I guess) they were sending it Fedex ground. Now we
are talking 4 days for them to ship it and 7 to 10 days for me to receive it.
Well 7 days later I have the part, of course it did not fix my problem they
just sent me a rotor whereas I couldn't even get the casing off due to
cheap stripped screws. So back to square one I sent an email first (no
response of course) and the next day called them. So now the first
thing the Polygroup agent tells me is that I said all I needed was the
rotor. Wrong. Their agent didn't even tell me what she was sending, just
that she was sending what I needed to get the pump working. Eventually
the Polygroup agent agreed I needed a whole new pump. But of course
their are more hoops to jump through. I needed to send a picture of
the stripped screw. Once again no problem out in 20 minutes but they
needed 24 to 48 hours to receive this picture before they would take
24 to 48 hours to send to the warehouse to ship me my pump in 7 to 10
days. Couldn't expadite it for me because I am just a warranty claim.
Well 48 hours no news so call them again, to be told it was still being
processed. 48 hours later I receive a call from Polygroup (to my surprise
I might add,they were actually reaching out to me!) to be told now
I must send them a picture of the chord cut on the pump. Same thing 24 to
48 hours etc... Sent the picture and called back. Yes we have the picture
now all you are waiting on is the tracking number. 48 hours later call again
and am told they are still waiting on the picture of the cut chord that the
other Polygroup agent told me they received. Sent it 4 more times, just to
make sure it went through. Now here I sit after 3 weeks waiting on Polygroup
to finish processing the pump that they should have sent out immediately.
So at least 7 to 10 days to go.
This report was posted on Ripoff Report on 08/07/2014 04:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Polygroup/nationwide/Polygroup-Do-Not-Buy-A-Pool-From-This-Company-And-Expect-Them-To-Backup-Their-Product-Boi-1168242. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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