My perception is this locations manager [Teresa], is willing to do pretty much anything, including unethical business behavior in order to increase her store locations revenue. Even when stepping over a dollar [L-Term Revenue] to pick up short term revenue [a 1 purchase situation]. I took our Pool Cleaner in for hose repair. When dropping it off, I repeatedly told their employee I wanted, "ALL hose sections replaced with NEW hose". I left zero room for confusion.
My family and I were leaving in a few days for our Spring Break Vacation. I did not want it to break again while we were gone, OR at any point in the reasonable near future. My wife pick it a few days later, & she paid $27.42. Four days after I hooked it up & putting it back in our pool, my eldest son comes in & says, "Dad, that is some Quality hose Leslie's Pool Supply uses [His attempt at sarcasm]. The hose on the Pool Cleaner IS BROKEN AGAIN". We are departing the very next morning for Florida. I was not a happy, & I did not have time to run it back to Leslie's before departing for Florida.
Upon returning from vacation, I took the same cleaner & hose back in to Leslie's. I asked Teresa [location Mgr.], "What did you guys do to my unit last time"? Store Manager Teresa, states after looking in their computer system for a long time, "Well, we replaced SOME of your hose". [As none specific as possible] So, I asked, "What does SOME of my cleaner hose mean? What length? How many sections? How much of my Cleaners hose did you replace? In other words, what did you guys do for the $27.42 you charged us? Now, she goes back into her computer, and after an additional LONG period studying her screen, she finally states, "We replace TWO sections of hose". I asked her why they did not do what I had asked them to do concerning my initial request when I brought in this same unit approx. three weeks ago now. On my initial visit, I instructed your store to replace ALL of the hose sections with NEW HOSE.
How does Teresa respond to my questions as the consumer. Well, all I received back a barrage of BS excuses like:
1. "The Employee you spoke to may not have heard or understood exactly what you instructed her to do", and the next one is my favorite..
2. "Well, mistakes happen",
There was a couple of more non-ownership comments of how the problem was not really... their problem. All BS responses. At this point, I expressed my frustration. Especially expressed I do not feel valued as a customer. I also clearly stated that I feel this is unethical behavior due to the fact of how many times I had instructed for the Leslie's employee, "to ensure all sections of hose to be replaced with NEW hose" on the first date I left it for repair. I told Teresa I felt Leslie's should make some sort of gesture and adjustment. She immediately stated, "We cannot do that! Our prices are set". My immediate response was, "Then, I want to speak to the owner, or your manager". She looked extremely surprised, and said, "I wish you would just talk to me". At this point, I felt like I was being Punked, or on Candid Camera. I told her, "You get it fixed as instructed, then we will see if you are actually interested in talking.
Oh yes, one other thing which is ironic. Teresa kept referencing a conversation which never happened, after dropping off the unit the first time and prior to my wife picking it up from my initial drop off. My wife didn't even know we had a cleaner in for repair until 30 minutes prior to me asking her to stop and pick it up, due to her being in the area.
The 2nd time, I went back & picked it up. Which was Monday [March 13, 2017], and was charged AN ADDITIONAL $145.22. When I asked the young man who initially was helping me, "How many sections of hose was replaced", he had no clue. Then I asked, can you look up my prior transactions please. I gave him both my and my wife's mobile numbers. He told me, "It was last May when you were in here last". Remember, I recently brought this cleaner in in the middle of February. At this point, another employee took over, who seemed to have a little more experience. She finally found the date I initially brought in the unit to have all of hose sections replaced with new hose. Then, to see if what she told me matched up to what Teresa told me in our prior conversation, I asked, "how many sections were replaced last time"? This employees response was, "One". I asked, "Are you sure"? The Leslie's Employee responded, "Yes, there was one section of hose replaced the last time you dropped it off".
There is much more to this comedy of errors that just keeps building. I am pretty certain that I will be told how many times they've tried to call me back. But, earlier this afternoon I called to try to give the store Mgr. one more shot at making it right. After Teresa was keenly aware it was I who on the phone with her, Teresa's greeting was, "What do you need"?
Seriously? LOL read more