The complaint has been investigated and
resolved to the customer's satisfactionResolved PoolEx Pool Products — Terrible experience
resolved to the customer's satisfaction
We purchased a salt system for our swimming pool from PoolEx, and after just over a year the unit quit working. An electrode had gone out, which according to the PoolEx technician that came to fix the unit, should lasted four years. JoAnn at PoolEx, whom claims to be the manager and is quite abrasive to deal with, stated it must have been our fault due to a lack of pool care. The technician that replaced the electrode refuted her claims, stating that our pool was in better shape and had been cared for better than most pools he sees. Being retired, I am spend time daily cleaning and taking care of the chemicals in our pool, so JoAnn's accusation is absurd.
The replacement electrode was $950, which was more than we paid for the entire system and installation to begin. After complaining, JoAnn said that the technician would show the electrode to their engineer and get back to us, which never happened. Our complaints resulted in a prorated cost of the electrode and an extended warranty, which is meaningless when a person evaluates their lack of standing behind the equipment to begin with.
Please be aware that dealing with the person that claims to be the manager of this company will result in accusations of negligence on the part of the customer to keep the company from taking responsibility for defective equipment and products. The technician stated that we should call and talk to the manager, and we explained that JoAnn claimed that she was the manager and would not allow us to talk to anyone else in the company. The technician stated she was not the manager; however, there was no way for us to get a hold of anyone other than her.