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:02/07/2024

  Type:Product 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.

   
  Complaint: 21260559
  
  I am rejecting this response because:

  
  Dear *********************,

  Thank you for your prompt response to our complaint submitted through the Better Business Bureau. Despite this, I must convey our ongoing dissatisfaction with the resolution proposed by Pool Covers, Inc. regarding the installation of our pool cover. 

  The core of our grievance lies in the communication breakdown during the color selection process. We relied heavily on the assurances from your **************** Representative, *****, and her team, regarding the accuracy of the *** color representations, over multiple communications. At no point were we advised about the necessity of examining physical swatchesa crucial step that was omitted despite our explicit questions concerning the fidelity of the "Navy Blue" depicted in the ***. This omission led to a significant misunderstanding and ultimately, disappointment with the final product.

  Upon the installation of the pool cover, the variance in color, even if still labeled "Navy Blue," was starkly different from our expectations set by the provided materials. The explanation offeredthat discrepancies arise from the cover's size relative to a swatch (which we were not provided) or dye lot variancessidesteps the issue of inaccurate representation during the sales process.

  The proposed resolution, which necessitates an additional expenditure of $2,500 from our side for a replacement, overlooks the seriousness of the miscommunication we experienced. To assert that our dissatisfaction, which stems directly from misrepresented information, does not justify a complimentary replacement, overlooks a fundamental aspect of Pool Covers, Inc.'s responsibilityensuring customer satisfaction through accurate representation of their products. It's important to emphasize that at no point during the sales process did any representative visit our site or inform us that the colors depicted in the *** might not accurately reflect the final installed product. This omission is a critical failure in communication, directly leading to our current issue.

  Moreover, the claim that the stain and oily film on the cover resulted from an external pump, which was inaccurately described by your technician as the cause, is misleading. The oil and film were present prior to any intervention with our pump, which was in perfect working order. This attempt to deflect responsibility does not address our principal concerns: the color discrepancy and overall dissatisfaction with both the product and the service provided.

  Given these considerations, we respectfully request a reevaluation of our case, focusing on:
  - A review of the communication and representations made during the sales process, especially regarding color selection.
  - An acknowledgment of the misunderstandings and miscommunication that have led to our dissatisfaction.
  - A revised resolution proposal that genuinely considers the impact of this experience on our satisfaction and the perceived value of our property.
  

  Our objective remains to achieve a just and satisfactory resolution that recognizes the communication failures and aligns with our initial expectations. We trust that Pool Covers, Inc. will appreciate the significance of our concerns and pursue a more accommodating approach to rectifying this situation.
  

  We anticipate your prompt and thoughtful reconsideration.
  

  Sincerely, The ******* Family

  g-dependent and incorrectly attributed the stains to external factors, suggesting, "if you look at the color in the shade, the color could match," an unhelpful and unprofessional response. Following his visit, the company ceased all communication. A subsequent proposal from service lead *****, demanding an additional $2,500 for remedial measures, was both unreasonable and indicative of a disregard for customer satisfaction and accountability.Resolution Sought:I request that Pool Covers, Inc.:1-Immediately replace the pool cover with one that matches our original specifications. If direct replacement is not feasible, a pre-approved alternative by us should be provided at no additional cost.2-In the event a satisfactory replacement cannot be achieved, I request a full refund of $3,250 to pursue an alternative solution.3-Issue a formal apology for the distress and inconvenience caused, along with a commitment to improve product quality and customer service standards.

  

  Business Response

  Date: 02/08/2024

  In response to ******************** complaint...He purchased a navy blue pool cover. We installed a navy blue pool cover. After installation we met with him onsite to show the fabric swatch against the pool cover. In looking at the samples he sent in this complaint against what was installed, it matches. This remains true even when taking into account dye lot variances in material, color variances in computer screens, and the fact that the cover is a much larger piece of fabric as opposed to the smaller swatch. ****************** received exactly what he ordered.

  Immediately following installation, ****************** called us to explain that he thought the color would be darker and wanted charcoal gray as his wife was unhappy. We offered to replace the cover at a greatly discounted price because this is not a circumstance that would warrant a free replacement. We are not liable for a customer choosing a color they do not like. The cover we installed is not defective in any way and operates exactly as it should.  

  ****************** also mentioned that the new cover affects the aesthetic appeal and reduces property value, which is simply untrue. His brand-new, fully functioning cover is actually adding property value. This is simply his own opinion because he does not like the color that he chose when he signed the contract to purchase the product. In no way should we shoulder the burden/expense for their color choice. However, our offer to install a color more to their liking was both fair and reasonable.

  Lastly, ****************** complained about a stain on their cover, as well as oily film in the water on top of their cover. They had a pump on their cover to remove standing rain water that was not installed by Pool Covers, Inc. This pump which they installed was what caused the film and stains. Therefore, we are not liable for this.

  In closing, the McKennas signed a contract to purchase a fully-functioning royal blue pool cover. We installed a fully functioning navy blue pool cover. Our response to ******************** complaint was fair and accurate. For the reasons listed above, Pool Covers, Inc. holds no liability or financial responsibility for any of his complaints.

   

  Sincerely,

  *********************

  President

  
  

  

  Business Response

  Date: 02/23/2024

  In response to ******************** complaint...He purchased a navy blue pool cover. We installed a navy blue pool cover. After installation we met with him onsite to show the fabric swatch against the pool cover. In looking at the samples he sent in this complaint against what was installed, it matches. This remains true even when taking into account dye lot variances in material, color variances in computer screens, and the fact that the cover is a much larger piece of fabric as opposed to the smaller swatch. ****************** received exactly what he ordered.

  Immediately following installation, ****************** called us to explain that he thought the color would be darker and wanted charcoal gray as his wife was unhappy. We offered to replace the cover at a greatly discounted price because this is not a circumstance that would warrant a free replacement. We are not liable for a customer choosing a color they do not like. The cover we installed is not defective in any way and operates exactly as it should.  

  ****************** also mentioned that the new cover affects the aesthetic appeal and reduces property value, which is simply untrue. His brand-new, fully functioning cover is actually adding property value. This is simply his own opinion because he does not like the color that he chose when he signed the contract to purchase the product. In no way should we shoulder the burden/expense for their color choice. However, our offer to install a color more to their liking was both fair and reasonable.

  Lastly, ****************** complained about a stain on their cover, as well as oily film in the water on top of their cover. They had a pump on their cover to remove standing rain water that was not installed by Pool Covers, Inc. This pump which they installed was what caused the film and stains. Therefore, we are not liable for this.

  In closing, the McKennas signed a contract to purchase a fully-functioning royal blue pool cover. We installed a fully functioning navy blue pool cover. Our response to ******************** complaint was fair and accurate. For the reasons listed above, Pool Covers, Inc. holds no liability or financial responsibility for any of his complaints.

   

  Sincerely,

  *********************

  President

   

  

  Business Response

  Date: 03/01/2024

  ******************,
  
  You purchased a recover from us and all communications with ***** were done via email. You stated that your core grievance lay in the communication breakdown during the color selection process. Our color selection process remains the same for any and all customers.There is no necessity in examining physical swatches and most customers do not,which is why this was not suggested by *****. When asking about color choices,you were sent a photo of swatches as well as directed to our website by *****.There was never any communication past what you sent in regards to your color selection because you did not have any further questions besides switching from Royal Blue to Navy Blue. We sell hundreds of fabrics per month and once a customer selects a color without any concern, which you did, we then place the order and install it. It is not ***** or anyone elses job at this company to question your choice or ask for your assurance on something you selected for your pool. Our protocol is to install a pool cover in a color that you select and sign a contract for, which is exactly what we did.
  
  After your initial complaint,we then visited your property to show you the comparison of the Navy Blueswatch against the cover we installed. The color that you chose is what you received. The sun/shade variances in your yard come in to play as well but you have what you ordered. We are not responsible for managing your expectations when we did as you requested. You had also made mention to ************** that the cover did not match your navy blue umbrella.
  
  The oil on the top of the pool cover and the stain are not from the cover. Your cover was not stained when we left, and it is not a defect in the product. Something stained your cover, your cover did not come up with a stain.
  
  I offered to install a new cover at a discounted price that will make you and your family happy. You declined that offer. However, I would like to settle. I do not feel that we should shoulder 100% of this burden. I will split the $2500 charge with you. I will replace your fully functioning, brand new pool cover with another fabric, color of your choice, for $1250. If you are looking for a free replacement then I am sorry but we wont be able to settle this matter.
  
  Sincerely,
  *********************

  Customer Answer

  Date: 03/05/2024

  Complaint: 21260559
  
  Dear *********************,

  Thank you for your communication dated March 1, 2024, regarding our ongoing concerns with the pool cover provided by Pool Covers, Inc. While we appreciate your attempt to address these issues, the proposed resolution does not adequately meet our needs or resolve the core issues of our grievance.

  1-Communication and Color Selection Process: Our dissatisfaction stems in part from a communication breakdown. Contrary to your previous statement, our interactions extended beyond email correspondences with *****. We held multiple phone conversations with several customer service representatives, including ***** and *******. In these discussions, we were assured that the "Navy Blue" depicted in the *** would closely match the final product. This guidance from your team to rely on the *** was instrumental in our decision-making process. We are ready to provide detailed records of these conversations to substantiate our claims.
  

  2-Site Visit and Color Discrepancy: We acknowledge the post-installation site visit, which unfortunately revealed inconsistencies in Pool Covers, Inc.'s advice regarding color selection. During this visit, technician *** demonstrated the difference between the installed cover and a physical swatch, advising against the reliability of the *** for accurate color matching. This contradicts your earlier assertion that color selection is effectively facilitated through ***s. Additionally, the disclaimer on your website, which advises customers against relying solely on website images for color selection and recommends requesting a physical color sample, was never communicated to us during the selection process. This contradiction and lack of clear guidance have led to our current dissatisfaction.
  

  The manner in which our concerns have been handled feels dismissive and lacks the respect and consideration we expected. This has significantly diminished our trust in Pool Covers, Inc. and left us with a product that detracts from the aesthetic and value of our property.
  

  In consideration of the above, we respectfully request a full refund of the purchase price. This is not a decision we make lightly but one necessitated by the miscommunication and inconsistent guidance provided by your team. A full refund will allow us to procure a replacement that fulfills our requirements and expectations from a provider we can trust.
  

  We are hopeful for a resolution that is mutually satisfactory and await your prompt and thoughtful response.
  

  Sincerely,

  
  The ******* Family

  

  Business Response

  Date: 03/22/2024

  In an effort to satisfy ********************** complaint I have agreed to replace his fabric at no charge. As the color cover he chose was not as it was portrayed in a sample we will make this right with him. ****************** and I have talked and this complaint should be closed and satisfied.

  Sincerely,

  *********************
  

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We are grateful ******'s support and focus on this matter.  
  
  Sincerely,
  
  ***************************