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Complaint Details
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Initial Complaint
05/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a automatic pool cover on 3/17/21 from Anchor pool. I paid $3,765.00 for the cover material, leading edge bar insert, slip dowels, pulley and installation. The cover was installed on 5/27/2021. When we went to open the pool on 4/19, the cover will not open. I have called Anchor several times requesting that a technician come out to look at the cover. I was told on 5/3/22 that my cover is not under warranty and they are booked all season and unable to come take a look at the cover. We cannot open the cover or access our pool in any form.Business response
05/06/2022
This is not an active service customer of ours.
We installed a new pool cover material last spring in 2021 and parted ways with the customer.
They have been either performing services themselves or using another pool company.
There is no warranty service for the cover material and we are not taking on any inactive customers or any new service customers at this time.
Customer response
05/06/2022
Complaint: 17137694
I am rejecting this response because: Anchor pools installed a $4K pool cover for us that does not operate. Servicing and maintaining the water inside the pool has nothing to do with installing a pool cover. I need Anchor to come fix their pool cover so that my pool can open. Installing a cover and then saying there is no warranty on it because they don't service our pool water has nothing to do with the other. You need to stand behind your products and workmanship.
Sincerely,
*******************Business response
05/19/2022
Regardless of the rejection we stand firm on our previous response. We absolutely stand behind our work and when actual workmanship issues have come up, we have always accommodated our customers. Any workmanship issue would have been present immediately upon installation last spring. There are many other components/parts to an automatic cover system that enable it to function properly. Some of these include: drum roll carrier assembly, cover tracks, cover motor, cover key switch. A service call needs to be set up to troubleshoot what other component is causing the cover to be stuck shut and at this time we are not able to take on any new service requests due to our pre-booked schedule. We have over 450 customers with deposits on their accounts and we must honor the relationships we have with those customers.
Customer response
05/22/2022
Complaint: 17137694
I am rejecting this response because:We have asked for Anchor to diagnose the problem. In their response they even said the cover needs to be diagnosed to determine the problem and they refused to diagnose. Regardless of new customers, you should always stand behind what you sold to a past customer. You lose customers when you treat them as a one time sale and then don't service or diagnose what you have installed. I am thoroughly disappointed in your sales model as stated.
Sincerely,
*******************
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Contact Information
14N042 Reinking Rd
Pingree Grove, IL 60140-8801
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.