Complaint Review: Tri-City Pool & Spa - Grand Haven Michigan

The ladder they sold us does not hold the weight limit of the originally ladder we paid for as they had told us when we picked up the ladder. 

The ladder at Kmart, was a different ladder that held the right weight amount we wanted.

This company has now did this to my next door neighbor as well.  They ordered a product from there (We just moved into this home, did not have time to warn them not to buy from here) they got a totally different product because the original product has been "Discontinued"  Same story, different family.

RIP OFFS!

In June of 2008, a customer phoned our store in search of a pool ladder for an above ground pool. After some research, the customer decided to go with model F1000. After shopping around several other stores, according to the customer, and some bargaining with Greg, one of our owners, a price was agreed upon. We try our very best to bring our customers the best price available, based on the cost to us. Wade, then took the information and ordered the ladder. Upon requesting the F1000 from our distributor, Wade was told that it was no longer available and had been replaced by a comparable ladder. The distributor told Wade, that the customer would love the ladder. The ladder was then ordered for our customer, at no extra cost to them, although at a cost 10% more for us. When the order came in, Wade called the customers and they came to pick it up. When they arrived, he explained that this was not the F1000, but a replacement, or substitute for it. They accepted the ladder and went on their way. Two days later we received a call from this customer. The customer was upset, not because the ladder wasn't the F1000, but because it had been found cheaper at Kmart. Keep in mind that the customer had been satisfied with and using the ladder up until this point. Greg answered the phone and listened to the concerns. Greg did originally lean toward taking the ladder back as long as it was unused and in the original packing. The customer stated that they could not return it that way, as they had been using the ladder until they found it cheaper at Kmart. Greg explained that he could not accept it back under these conditions. The customer suggested that they buy the ladder from Kmart and use the box and packing from that one so we could take back the used ladder. We were not comfortable morally, nor ethically with this and refused the idea. The customers clearly state in their complaint, "When the order arrived I was told that they were not able to obtain the F1000". Therefore, there was no bait, and there was no switch. In short, the customer was told that the F1000 ladder they ordered was replaced with a substitution. They were clearly informed this before the purchase, and given the opportunity to refuse the order. The item cost us more than the F1000, and the increase in price was not passed on to the customer. They accepted this ladder and used it. Used it, that is, until they found it cheaper at Kmart. This is an issue over dollars....NOT deception. In the customers own words, they were pleased. Tri City Pool & Spa went out of our way to give the best deal and service to this customer. We pride ourselves in being honest and respectful to our customers. It is unfortunate that this incident happened, and further that it couldn't be resolved. Clearly, however, we did everything possible to please the customer short of paying for the purchase of their ladder for them. As a company we had originally decided not to respond to this complaint at all. However, in the interest of making our point of view known, we have responded. Just this once, and we feel, enough said. Thank you.