ComplaintsforCoverstar Central, Inc.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My pool cover has a tear at the rope used to open and close it. Tried to contact this company with only access to a voicemail. Took pictures and sent first by text then by email on July 7, 2022. Got a reply on July 13, 2022 to call. Said she sent the pictures and info to the manager then sent the info to the manufacturer to see if it would be covered by the warranty. Tried to call several times with no response. Emailed again on July 27, 2022 and stated I had not heard anything. Responded back on Aug. 5, 2022 that it would not be covered by warranty but if we wanted to pay they could fix it. I sent response on Aug. 7, 2022 saying yes please schedule us for the repair. Called and called. Nothing. Emailed back on 17, 2022. Nothing. Still trying to call. Nothing. There are no other company's that could make this repair that I know of so we are *****. Cannot open cover all the way. If we do it will tear more. Need it fixed. Been a customer of their's for over 20 years.

  Business response

  09/29/2022

  Thank you so much for bringing this to our attention.  New phone system was adopted during covid and we are still trying to figure parts of it out.  We pulled call logs for both of their phone numbers and found numerous calls and voicemails were made without return as indicated in the complaint.  We are very sorry for the delay and frustration this has caused and are investigating how this could have happened...  

  ****** is reaching out today to schedule your service call.  Going forward, please call ************ instead of the direct line to ******, or email her so we can be sure not to miss hearing from you.

  If for any reason you experience further communication difficulties, please do not hesitate to reach out to me personally.

  We appreciate you finding a way to get our attention!  As a token of our appreciation, we will deliver a complimentary set of our Cleaner & Protectant when we perform the repair service.

  Thank you for your patience and understanding.  

  Sincerely, ****** *****

  Customer response

  10/06/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. They came and made the repair to the cover on Wed. Oct. 5th, 2022.
  
  
  

  Regards,

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

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contact was made to Coverstar in regard to tearing of our pool cover. Pictures of the tears were sent to the company on 8/25. The company would not send anyone out to look at the cover/attempt repairs even though the pool cover was under warranty. Coverstar wanted to charge us a ludicrous amount of money to have the pool cover completely replaced without evaluation. An email response in regard to this quote was sent from my husband to ******************** on 8/31. No one from the company has returned his email or attempted phone calls since this time. Another email was then sent to Coverstar on 11/17 attempting communication once again with the company in regard to a solution to the pool cover. This communication attempt was ignored and a response from the company has never been received. After many attempts to contact the company about the installed pool cover under warranty, no effort has been made from the business to contact us or form a resolution.

  Business response

  01/11/2022

  The customer sent us photos of the damage to the cover.  We forwarded the photos to the manufacturer and the manufacturer agreed to honor warranty request for the available pro-rated amount.  A quote was prepared for a replacement fabric and the warranty amount was credited from the quote, the ******* were instructed to review, sign and return the completed quote with deposit to initiate replacement cover order under warranty.  Copy of quote and email sent explaining are both attached.  

  Labor, travel and fuel or service call charges are not included under the warranty.  See https://coverstarcentral.com/content/dealer-resources  The cause for the tearing cannot be determined until a service technician is onsite to diagnose.  This can be done when the replacement cover is installed.  Any needed additional parts or labor to repair the ******* system will be additional to the quoted amount.  A variety of things can cause this sort of damage...  settling of the pool deck, worn sliders or pullies, loose screws, dirt in tracks, the list goes on and on. Please note the system is several years old and routine maintenance is required to keep the system operating optimally.

  The ******* never returned the quote or submitted a deposit and we have no record of further communications.  There has been a price increase since quoted and the quote sent has expired.  We are happy to extend this pricing through the end of January 2022; however if we do not have a signed quote with deposit prior to February 1, 2022, we will have to update the quote with current pricing.

  We are sorry if for some reason we have the incorrect email address on file and hope this helps the ******* understand that we are doing everything we can to help them with their automatic pool cover needs.  Please direct any questions to Kaleb - Replacement Cover Specialist ************

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have emailed, called. Multiple delays with auto cover install.

  Business response

  09/28/2021

  I searched our database for the name, address, email and phone number listed on the complaint...  None of them show up, so it would appear we have never quoted or sold this person anything.  Please reply with contract or quote so I can research specific order that needs completed.

   

  Thank you

  Business response

  10/01/2021

  Please let the customer know Coverstar Central started the first part of her auto cover installation.  Some materials were left on site, and we have all the remaining items in our warehouse.  We are waiting for Kayak Pools Midwest to complete necessary next steps in order to prepare for us to make a second trip.  A total of three trips are often necessary to complete the automatic pool cover system installation as pool construction progresses.  

   

  We reached out to Kayak Pools Midwest yesterday to see if the job is ready for us to schedule a trip back, and they said it was not.  

   

  We have been working with Kayak Pools Midwest for years and have no doubt they will catch up…  Much like all other businesses during COVID, employees being exposed and having to call off work, hiring, etc is a challenge.  This company does good work, and we enjoy supporting all their automatic pool cover needs.  We would like to complete the balance of the installation just as much as the homeowner wants to be done with construction, unfortunately the circumstances are not allowing for business as usual.  

   

  Exercising patience and a bit of understanding will likely go a long way.  

   

  Sincerely

  Shelly Stuck

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