RECTIFIED - - Do Not Give All Info - Argumentative Staff
After posting to their facebook page - - R&S's store manager (who had not been previously involved) rectified the situation below and made up for his service manager's bad behavior. Thank you Bob (store manager) for being on top of things! Much appreciated.
I am a new pool owner. I had an issue with a squealing pump, so we brought it in thinking it was a ball bearing issue. The service dept told us to bring in the motor (not the entire pump) and they could fix it for $100. We got the motor home and it had another problem that it had not had prior to the "fix", so they told us to bring it back. They then told us we could buy a new motor for $169 and that they couldn't test the repaired one under pressure because we hadn't brought in the entire pump (which was also never mentioned before). A new pump was also NEVER an option given to us originally. We ended up buying the new motor because of desperation to get the pool running properly, but no refund whatsoever on the original "fix" that was not really fixed. They never told us there could be issues with the fix by not bringing in the entire pump until the issue arose. If we would've been given that information, we would have brought in the entire thing, saving us a ton of time, money and frustration. We were also told we would receive a partial refund on the original fix, which wasn't true. All it ended up being was that they didn't charge us for a new seal for the new pump since we had already paid for one on the old pump and they could reuse it. When I called them to ask about the refund, they explained that there was no refund...they just "didn't charge" us for a part we already paid for. Fine. The service dept manager also tried saying that his technician had told my husband to bring in the entire pump, which he had not. Clearly a lie.
The customer service at this place is surely lacking. They do not give all options up front and will not work on refunding any money for work not properly done when it is THEIR fault. Compromise will keep