LESLIE'S SWIMMING POOL SUPLS

While looking for a newer, more energy efficient pool pump we went to Leslie's. We told them in the store and during the site visit we wanted them to let us know of any parts that needing replacement. Leslie's installed the new pump and it worked well. 2 days later we went out of town for a couple of days. We came back to find the water in the pool extremely low, only to find water spraying out of one of the connections to the pump. We spoke to Jeff at the Poway store. He didn't act surprised or apologetic, but would send out a technician. Came home to a bill for a service call and a replaced connection. Also came home to a flooded back yard because the water was left running in the pool for 4 hours. Jeff, manager at Poway store, responded it was just coincidence the part broke when the pump was connected. He said it was old and cracked. Didn't respond to our comment that we asked twice to be informed if anything else needing to be replaced during initial assessment. Said he would check, but he doubted if technician left water running. Went to the store to try to get a better response. Eric was pretty unresponsive and agreed that was too bad about the water! THANK YOU to the technician who did call later and apologized for leaving the water running. Other than the technician, this store has no concept of customer service or how to do service recovery. Have already told many friends who use this store and will be taking business elsewhere.

At just under 2 years old it started to fall apart. We contacted Leslies to get a replacement under waranty. They indicated to bring in a section of the cover which we did. They stated the damage to the cover was chemical damage even though it is clear to anyone looking at the solar cover that the damage was from the sun side and not the water side (if it was chemical damage the part exposed to the water would be more damaged than the part exposed to the sun but the sun side was where all initial damage occurred). In addition in the 2 years that I had the cover not once did the chlorine measure significantly high or the acidity measure significantly off. Many of our test kits had been purchased at Leslies and a year ago we had Leslies test our water. We informed the manager of this but he still stated it was chemical damage. I reiterated that according to all test we have performed there has not been any chemical issue that should destroy a solar cover. He offered us 10% off of a new cover but we did not accept the offer (even pro-rated we should get at least 60% off, but I think we should get a new cover because the warranty does not state anything about pro-rated and it takes time/effort to cut to fit the pool, hook to the roller, etc.). The sad part is over the years I have done a fair amount of business with Leslies Pools including a pump rebuild (that also did not last long but did last longer than the warranty - barely) and a Haywood crawler rebuild and a Haywood crawler purchase. I feel they were basically calling me a liar. I definitely believe they tell everyone that brings in their solar cover under warranty that it is chemical damage (I welcome any replies from someone who actually got some significant reduction for solar cover damage nder warranty). Needless to say I will avoid doing business with Lestlies Pools of Poway in the future. Furthermore I will communicate to everyone I know how they treated us (basically called us a liar and did not honor their warranty) and our disatisfaction.