Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Club Piscine refuses to supply the repair for a spa that only they carry. I have tried contacting the store multiple times, leaving multiple phone messages and emails. I get the runaround every time I call. I've had problems with this spa since day one and they were advised of this. I spent almost 5000$ All I want is for them to send someone to fix this issue which is covered under warranty!

  

  Business Response

  Date: 23/11/2023

  We appreciate the
  opportunity to address a recent complaint filed by one of our valued customers,
  **** ****, under the *** Complaint #20902876.
  
  Upon careful review
  of the customer's concerns, we identified the following key points:
  
  Customer Cooperation:  Despite our repeated
  attempts to gather essential information and images to assess the issue, we encountered challenges in obtaining the required
  details from the customer so that we could move forward with the file. 
  
  Warranty Status: It is important to note
  that the customer's hot tub is currently outside the warranty period,
  which ended on October 6, 2022.
  
  Free Inspection: In an effort to assist the
  customer, we dispatched a technician from Club Piscine on November 22,
  2023, to inspect the hot tub at no cost to the customer. A picture of the issue is attached. The technician's
  assessment confirmed that the reported issue does not stem from a
  manufacturing defect.
  
  Resolution: Notwithstanding the expired warranty, we are
  pleased to inform you that, in an exceptional gesture, our supplier is sending the required part to the customer free of charge. 
  
  We understand the
  importance of *** in fostering trust between consumers and businesses. We are
  committed to upholding the highest standards of customer service and appreciate
  the opportunity to address this matter. We kindly request that this information
  be documented in the case file associated with *********.
  
  If there are any
  additional steps or information required from our end, please do not hesitate
  to inform us.
  
  

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning
  
  We had purchased the Phoenix Solarium 12x15 item #154314 few months ago at regular price of $4799.99 .. currently it’s listed for $4199.99
  
  I totally understand this is passed the 30 days but we still have it in a box and could return the product and repurchase it … I was wondering if there is any assistance you could do to help us with the discounted price
  
  Thank you so much for your time in this

  

  Business Response

  Date: 12/07/2023

  The following email was sent to the customer on July 12. (see below). This purchase is outside of our corporate return policy (it was delivered on May 15). Out of goodwill, we have offered the customer a store credit of the difference ($600 + HST). If the customer prefers to return the gazebo, we can provide a full refund for the product as long as the box is unopened and not damaged. It can be returned to our Nepean location any time.. 

   

  Hi ******,
  
  The link to our corporate return policy is in this link: *************************************
  
  Locally, we extend it up to 30 days as we find the 10
  days a little short. But your gazebo was delivered Mid-May which is far past
  the 30 day extension.
  
  I can make an exception and provide a store credit for
  the difference. A gift card will be prepared and available at the Nepean
  location as or Monday July 17 (at the front cash). The gift card will expire
  after 1 year. 
  
  

  Customer Answer

  Date: 12/07/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20309972, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13th, 2022, I purchased six (6) artificial flower arrangements totalling $847.44 (taxes included). These flowers were guaranteed for 1 year against fading. Within 2.5 months, these vibrant red flowers faded to pink. On Monday August 8th, I attempted to return these arrangements to Club Piscine on Hunt Club (where they were purchased). I was advised by the clerk at the front desk that there was no manager on duty, and that the supervisor in charge had no reason to speak with me. After many calls between the clerk and someone within the store, I was given a business card for the warranty department. I emailed the warranty department on August 11th with my complaint and photos of the faded flowers. I received a request for photos from ***** *****, Warrant Department, on August 17th, to which I immediately sent photos as proof.
  
  Photos were sent August 18th. A request for an update was sent on September 7th. I have yet to receive any response. I have attempted to connect with this person at the phone number provided **** ******** *** **** ***** every day, multiple times a day, without success. The receptionist does not answer any calls.
  
  I have spent more time trying to return these items, under warranty, longer than they have provided enjoyment for me.
  
  I have them stored out of the sun, awaiting for direction for their return and refund.

  

  Business Response

  Date: 05/10/2022

  Hello ****. We apologize for the situation. Following your original email, we contacted the manufacturer to find a solution for the discolouration of the artificial flowers. The manufacturer agreed to send replacement flower stems free of charge. If this solution is unsatisfactory, you can return the flower arrangements to the store for a refund. Our customer service manager will contact you directly to coordinate. Thank you.

  Customer Answer

  Date: 06/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business to fully refund my purchases  in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:29/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a swing from this store in April 2022. I had it assembled by their installer and discovered that the canopy of the swing was torn. The store gave me the option to send it back to them for repair or get a new one. I chose to get a new one. The warrant manager emailed me back saying it would take 1 to 2 years to get a replacement. I told them that was too long to wait to get a new one. I emailed them and asked to get the replacement within a reasonable time. However, they just ignored my emails.
  
  My proposal: to get a replacement canopy of the swing within 30 days or I get $200 refund.

  

  Business Response

  Date: 10/08/2022

  Since the replacement roof is unavailable now, we accept the customer's request to refund $200. Our customer service manager will contact the customer directly in the next 48 hours to coordinate. 

  Customer Answer

  Date: 10/08/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. Until I receive the $200, I would consider this complaint open. Once I receive a call from them with the $200, then I will consider this closed.
  
  
  
  Sincerely,
  
  *** **********