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Complaint Details
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Initial Complaint
06/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had my pool cover replaced at the end of 2021 and paid CoverSafe $3085. The very first time I opened the pool cover about a month after they installed it, it ripped and can not be fixed. I contacted Karen, their Senior Coordinator the same day explaining what happened. They sent a technician the following week to look at it stating that I should have never opened it in cold weather. I emailed her back with pictures of the pool and a weather report showing the day I opened it was 65 degrees out. She said they would send someone to take another look in the spring. They came back in May and tole me that it can not be repaired and would need another $3354 to replace it again. I have reached out to Karen multiple times asking for her to speak with her manager/owner to do the right thing as I am not paying out of my pocket. She claims that the owner Adam M***** has tried to reach me but I have not received any missed calls from them, no voicemails, no emails or texts.Business response
07/05/2022
Hello ****,
Thank you for taking the time to respond to my voicemail. As I stated when we spoke, we have rectified any issues with this customer. I did paste his response & updated review he left us on ******. He gave us a 5 star review.
We went there on 6/16 & removed his automatic pool cover to bring back to our shop
for repair. We then returned on 6/21 to reinstall his cover. It was tested & ran fine.
There was no charge to Mr. ******* for this work.
Response from the ownera week ago
Updated Response 6/28/22: Thank you for the updated rating, ****. We appreciate your feedback and are happy we were able to provide a solution that you were pleased with.
Original Response 6/8/22: This is Adam M*****. I should have called you last week to resolve this. Would you have time tomorrow for me to stop by so we can look over the track that we installed to see if it caused the issue with the tear? Our goal is always to have happy customers and we always want to treat our customers in a way that is fair. I left you a voicemail.Thank you,
Ruth
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Contact Information
194 E Main St Ste 2
Thomaston, CT 06787-1683
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.