Total Tech Pools Inc

I ordered 2 pool ladders in April of this year and took delivery the first week in May. After assembling and installing them on my pool, I noticed that the top steps were well clear of the water. This wasn’t the case for my previous ladders, so I called the store about this. I was told that, although this might be unusual, they saw no cause for concern. However, I soon discovered this not to be the case, as the local birds took to using the steps as a perch with subsequent fouling of the steps. After scrubbing the steps clean a couple of times, I ended up wrapping the steps in plastic garbage bags to protect them.
I further pursued this with the manufacturer of the ladders, who indicated that if I wanted the steps changed to match my old ladders, it would be a custom order at extra cost, and further that I would have to coordinate this through the retail merchant as far as new dimensions and ordering of the parts.
I went back to Total Tech Pools and discussed this with the manager, Colin. He said he would contact the manufacturer to discuss. After about a 2 week delay, he said he discussed with them but then told me if I wanted a custom ladder, I would have to deal with the manufacturer directly.
The manufacturer gave me a price for new ladders, but could not credit me for the ones I had just bought as the ladders were not purchased from them directly. Finally, I went back to Colin at Total Tech Pools and asked what the refund policy was for these ladders. He indicated that, as the ladders had been used, he could not take them back and suggested I try and sell them privately. I pointed out that these ladders had never suited my purpose because of the top step location, but Colin was adamant that he would not take these back and that there was no further recourse for me. Until now I have enjoyed a good relationship with this company, but this episode has really soured the relationship. I do not feel that I have been fairly dealt with on this issue.