ComplaintsforAquamatic Cover Systems

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had cover installed in late July 2022. We left on vacation and when we returned noticed water on cover and noticed 1 5 inch straight cut in cover that looks to be from when installer cut cover from packaging. We have sent numerous pics and more than a dozen phone call to the aquamatic cover company in ********** They are the manufacturer and installer of cover. This was an insurance claim with our home owner insurance that we were told was going to be covered from our insurance agent. So we purchased cover and were waiting for reimbursement from insurance only to find out that aquamatic reported to our insurance that it was normal wear and tear on a cover less than 4yrs old. No documentation furnished by aquamatic as to what was said from them to insurance. When cover finally came and installers came to install took 45mins to install when no documentation on cover or anything to do with warranty at all. After the numerous call a tech from the company came for 5mins never spoke to us with his findings only to find out that there tech is claiming the cut damage is from a twig or animal. I've worked in po industry for 18yrs and have never seen a twig cut a perfectly straight line in a cover. It is now 3 weeks after tech came and still only today were told the Manger was out of the office and would be reaching out to us at her earliest convenience. Very unhappy with experience at this point as they are not standing behind their installers poor work and the fact that customer complaints are 2nd to the word of their techs and installers. Not willing for them to come and place a patch on a cover that's just over a month old and cost over $2500 on something that should have been covered by insurance in the first. STAND BEHIND YOUR PRODUCT AND YOUR WORKERS QUILITY OF WORK!!

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/20) */ Contact Name and Title: ********** VP Contact Phone: ********** Contact Email: ***************** Although our installers do not use knives during the installation, and the cut was not clean (as a knife would do), we will be replacing the cover at no cost to the end user.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The electric pool cover was installed ******** ***** By **** ***** the pool cover would not close all the way. We called and text repeatedly asking for someone to come out, but no one did. Finally, I sent videos of what was going on and was informed it was a recall. They sent me a new pool cover that is sitting in my garage because no one will come fix it. They schedule a day then don't show up. The customer service is atrocious. We spent $***** on a pool cover that does not work. I would like for Aquamatic to sent someone out to replace the pool cover or pay for someone else to do it.

  Business response

  03/22/2022

  Business Response /* (1000, 8, 2022/03/22) */ As the manufacturer, we only cover the materials under the limited terms of the warranty, which we did at no cost to you (cover and shipping). Labor is not covered. We are located in **********, and the installation must be done by a third party. Please contact them directly to schedule that as it is not part of our business. The recommended installer is ****************, and their number is ************. Of course, you can source anyone to do that for you, it doesn't not matter to us. Consumer Response /* (3000, 15, 2022/04/11) */ ***Document Attached*** They shipped me a new cover due to a factory defect and arranged for the person they recommended in their response to BBB to come out and install it. He never showed up. I am attaching all communication with **************************** so you can better understand the situation and their direct relationship. Also, I had a death in my immediate family during my 10-day response time. Please reopen the case.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased our pool cover and system from Aqua Safe Unlimited for ****** on **** *** ***** In the purchase contract and the pamphlet from Aquamatic Pool Systems both stated at the time of purchase that the pool cover had a 7 year fabric warranty. In ******** of **** the fabric of our pool cover began to tear. We contacted Aquamatic Pool Systems on ******* ** **** and talked to ******** **** on the phone. She was rude and without even looking at pictures or sending someone to check out our pool cover, she told us their company was not responsible. We expressed our confusion because the pool cover fabric is covered under a 7 year warranty and we have only had the cover for 3 and 1/2 years. She told us that she would email us a pdf of their warranty, however at the time of purchase their pamphlet states "7 year warranty." On ******* **** ******** emailed us a pdf. On January 12th we responded to her email and explained that nowhere was there any information given to us at the time of purchase that stated there was a difference between webbing and fabric and there was no fine print that said webbing and rope were excluded in the warranty. To our understanding, webbing is part of the pool cover which is fabric and should be covered as it is stated "7 year fabric warranty." ******** responded, refusing to acknowledge that their company was responsible. On Monday ******* ***** **** we responded to ******** and asked for higher management to contact us regarding this issue. It is now January 31st and we have yet to hear from Aquamatic. We would have not purchased this product without a warranty due to how imperative this product is for the safety of our children. It is shocking that this company is not honoring their warranty that states word for word "7 year fabric warranty." There were no exclusions or fine print that said webbing was different then fabric. Based on the facts above this company is responsible for repairing our under warranty pool cover.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/02/14) */ Contact Name and Title: *** ****** Contact Phone: XXX-XXX-XXXX Contact Email: ***************** We are the manufacturer, and we were not at the point of sale. Warranty terms should have been discussed in detail with the independent reseller/installer. Although the printed warranty card clearly states the exclusions, we are willing to replace, under the pro-rated terms, the cover with remaining warranty months of 1/84th per month. (7yrs x 12mons per year = 84 mons) The cost breakdown is as follows, $ ******* cost of cover $- ******* (less warranty pro-rate based on 35 months of use) $ 747.17 new cover under warranty $ 88.00 one set end guides $ 145.00 shipping $ 980.17 As these are custom made specific to each pool, payment in full is required to proceed. Production time is 3-4 weeks from receipt of payment. Plus transit time (UPS or Fedex) Installation is between the end user and installer as there is no labor warranty after the first year as is common practice throughout the industry. Consumer Response /* (3000, 7, 2022/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is easy to place the blame on another company, but if your company has the warranty then you should honor the warranty. The PDF that you have attached was only given to us when we contacted you in January of 2022 in order to receive our warranty for our damaged product. You don't even have the warranty on your website. As of January 7, 2022, under the tab warranty on your website, what was listed was, coming soon. When we purchased our pool cover we were given a 27 page pamphlet from your manufacturer which stated a 7 year fabric warranty and did not include any additional literature about exclusions. On our purchase order contract from the sales company it stated a 7 year fabric warranty. Why have a warranty if nothing is covered? Your 1/84th per month (7 yrs x12 months per year = 84 months) formula is a scam to not have to pay a full warranty. This is unacceptable and I do not accept your resolution. It is unacceptable for a manufacturer to have a warranty and then not cover their product. As a customer, who contractually had a warranty and now has to pay an additional $***** for a new product, when I have already paid $****** this is just bad business. I can't imagine that your company will be in business much longer based on your customer service. Your company should honor your warranty and pay for a new pool cover. I would have been more than happy to pay for the labor for the replacement of this product, but definitely do not feel that any other additional costs should be incurred.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My Aquamatic pool cover was installed in 2014. From that time, it has been broken most of the time (repaired like 10 times or more). In 2019 the original large cover was replaced with two smaller Aquamatic covers, which should be (and were) more reliable solution. The problem is that Aquamatic is not able to service their products. For example, in 2020, after a wind damage, it took about 6 months to repair it. In June this year, one of the cover ropes has broken. I called all three Aquamatic dealers at this area. One of them (my original contractor) does not answer phones or e-mails at all. I called Aquamatic and they recommended me other dealer. He answered the phone just once and told me that he is busy, that he will call me later. It's now almost two months and he does not answer phones. The **** Aquamatic dealer is ********************** They answer phones, they promise to help, but then nothing happens. So, I cannot use the pool almost all the season.

*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. ↩