ComplaintsforAutomatic Pool Covers, Inc.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had pool installed last year so this is second summer with unground pool and cover installed by ************* from ****** Sun fun closed our pool on Tuesday and Wednesday morning we noticed water on the cover and it has a rip in cover. Our camera shows it was good upon closing and happened the next day around 9am in the morning. They declined the warranty because they say they think a deer stepped on it ? I showed them the ring video and the advertisement shows a ****** on the cover. They looked at it and were saying everything but it had to just be a flaw. I have seen other complaints online . They do not stand behind the warranty they offer and wants to charge me $2400 to fix the cover ? Why cant they stand behind their warranty they offer

  Customer response

  11/13/2023

  The company reached out to me on Friday and we have came to a agreement for them to warranty the cover out thank you very much 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an in-ground pool kit on 3/25/21 from Pool Warehouse (PW). The sales rep did not indicate I would receive multiple shipments from multiple vendors. The first delivery was via ***** on 4/2/21 which was a pool opening kit. The second delivery on 4/23/21 was the Automatic Pool Cover which was shipped from a third-party called Automatic Pool Covers (APC). The ***** driver left the boxes by my garage, and the receipt from ***** showed the number 1 and the number 4 and I counted 5 so I did not bother reaching out to anyone because I thought I received everything. The actual Pool Kit was delivered on 6/24/21 two months after APC's shipment. After all the prep work we began installing the auto cover on 10/29/21. After installing the corners we realized we were missing the coping to connect the corners. On 11/1/21 PW informed me they couldn't help filing the claim for the missing box because it was 7 months ago, but ***** has a 9 month window so they lied to me. I reordered the missing coping box from Jacinia at PW on 11/2/21 for $912.84. The box was delivered on 11/11/21, and once we opened it we realized we were still missing pieces. In total we were missing four boxes three of which were over 20' long and would have never fit in my garage. The three additional boxes totaled $5,408.06 which I couldn't afford to repurchase, and ******* W the claims manager at PW told me I had to file the claim with ***** which I did on 12/21/21. I received confirmation *********************** at ***** on 12/22/21 that the claim was received. On 2/28/22 ***** said they were still looking. On 4/5/22 and 5/28/22 I emailed ***** to check status with no reply so I emailed the ***** claims manager ***************** on 6/16/22 and he stated PW had to file the claim. I was very upset I had to waste more time, so on 6/24/22 ***************** said they would settle the claim with me. Today 6/27/22 *************************** emailed saying ***** would not speak to me that PW would have to handle the claim. WHAT AM I TO DO????

  

  Business response

  09/26/2022

  I hope youre doing well. We researched this customer and his feedback internally and concluded the below:

  • ****************** has not signed a contract with APC
  • We reached out to Pool Warehouse to see how they were treating the issue and if they need anything from us
  • Pool Warehouse reports that ****************** never responded to inquiries about situational issues and that they no longer consider it an issue
  • Their assumption is that ****************** received the missing material and was able to finish the installation
  • They (Pool Warehouse) noted no other issues reported by ****************** and no refund requests of any type

   

  I hope this helps resolve the complaint, but please let me know if you need anything further from us.

   

  Thank you, ****

   

  Customer response

  10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Here is APC's response on 9/26/22 followed by my response 10/11/22:

  ACP - ****************** has not signed a contract with APC

  My Response - I purchased the Pool Kit and Auto Cover from ************** in *********, ** so I would not have ever signed a contract with APC because ************** took the money I paid them and purchased the Auto Cover directly through APC. They sell enough Auto Covers to Pool Warehouse that this should not have been very hard to figure out. 

  
  APC - We reached out to Pool Warehouse to see how they were treating the issue and if they need anything from us

  My Response - They did not reach out to Pool Warehouse because if they did Pool Warehouse would have told them it was their responsibility to submit the claim with ***** because they paid for the shipping to my home with the payment ************** gave them from the purchase I made from **************. I have attached a PDF of the ********* BBB Case # ******* which states the complaint was closed by the ********* BBB because ************** indicated it was not their responsibility to resolve this with ***** because APC paid for the shipping not them.

  
  APC - Pool Warehouse reports that ****************** never responded to inquiries about situational issues and that they no longer consider it an issue

  My Response - This is also a blatant lie per my exact reason above, Pool Warehouse closed the BBB complaint in ********* and stated APC had to resolve it and that I need to work with APC not **************. See BBB Case # ******* attachment with comments from Pool Warehouse dated 7/12/22.
  
  

  APC - Their assumption is that ****************** received the missing material and was able to finish the installation

  My Response - I never received the missing material from *****, APC, or Pool Warehouse. I had to repurchase the remaining missing boxes from a completely separate company that installs APC covers in order to get my pool done because APC was not willing to file the claim with ***** and took 90 days to respond to my BBB complaint. See BBB Case # ******* attachment with comments from Pool Warehouse dated 7/12/22.
  
  

  APC - They (Pool Warehouse) noted no other issues reported by ****************** and no refund requests of any type

  My Response - How was I supposed to report any other issues to Pool Warehouse when they closed the BBB complaint and told me that APC needed to handle it. See BBB Case # ******* attachment with comments from Pool Warehouse dated 7/12/22.

  My follow up comments:

  After two months of APC not responding to my complaint (three months in total to respond to the BBB complaint) I had no choice but to re-purchase the remaining missing boxes from an entirely different company that installs APC covers called *************** on 8/31/22 and 9/1/22 respectively, so I could get my pool done (receipts attached). After I received the boxes I repurchased through *************** early September, I was working non-stop after work and on weekends finishing everything up which is why I didn't have time to read and respond to APC's comments. 
  
  
  Thankfully, I finished the install over last weekend, but I am out an additional $5,376.43 from the 8/31 and 9/1 ************** purchases on top of the 11/2/21 Coping Box I repurchased from Pool Warehouse in the amount of $912.84 for a total of $6,289.27 because, Pool Warehouse, Automatic Pool Covers, ************** helped me resolve this issue. I am so grateful to *************** and how helpful they were in ordering the boxes directly from Automatic Pool Covers  for me because no one at Pool Warehouse or Automatic Pool Covers was willing to submit the claim to ***** for me and get my missing boxes reimbursed. 

  My request is that APC follow up with ***** claims manager ***************** at ************************************** under ***** Claim Number ******* and provide them the receipts of my purchases from both *************** for $5,376.43 and Pool Warehouse for $912.84 for a total of $6,289.27. Once APC has the check in hand from ***** I request they mail the reimbursement check to my home address. Both *************** and Pool Warehouse are both vendors of APC so this should not be an issue. The attached receipts should be all they need to confirm I repurchased the boxes. 

  I also would like APC to expedite this request because had they not taken three months to respond to the BBB complaint I could have saved the $5,376.43 I paid *************** and the time I spent picking up the boxes because ***** would have paid for them and shipped them directly to my house. I think this is a reasonable request considering I am not asking for reimbursement for the countless hours I have wasted over the last 11 months trying to get this claim and the missing boxes sorted out. Please expedite the reimbursement my $6,289.27 as soon as possible. Do not forget to reference the prior attachments with the correspondence from ***** stating they are ready to settle the claim and the BBB case # ******* 7/12/22 comment from Pool Warehouse stating APS has to finish the claim with ***********

  
  Regards,
  
  *****************************

  
  

  

  Business response

  11/02/2022

  Hi *******,

  Weve been working through this, current response below:
  

  Were attempting to file a claim with ***** for the box of material that you communicated you were missing, for $956.86 ($912.84 plus shipping). If ***** allows the reimbursement, we will credit it back to Pool Warehouse and you can work with them to recover that. APC was never given a list of the other original missing material, after inquiring through Pool Warehouse who noted they were unable to get this list from you. APC is not responsible for costs you incurred with ***************.
  

  Thank you, ****
  

   

  Customer response

  11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  The box you are trying to get refunded is the first missing box. There was a total of three missing boxes. The first, you are referencing was repurchased through Pool Warehouse in November of 2021, the other two missing boxes were repurchase through *************** because I did not get a response from your company for over two months. 
  

  All the documents and details were attached to my previous response. I request all of the repurchased boxes to be reimbursed by *********** 
  

  Do you need me to reattach the receipts and my prior rebuttal?
  
  Regards,
  
  *****************************

  
  

  

  Business response

  01/03/2023

  ******************,

  Wed like to extend a refund to you for the $6,289 to close this situation. Please send your contact information and we will work on getting a check cut to you. Have a happy holiday.
  

   

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This issue is resolved as I was able to settle directly with *****, however I settled for much less than I paid to go through a third party for my missing parts. Had Automatic Pool Covers done their job and addressed this complaint in a timely manner I would not be out any additional time or money. They chose to take months to respond, and chose not to respond to my most recent inquiry. 
  

  This is unprofessional and I request there be some some action taken on the BBBs part to address the issues and lack of timely response from Automatic Pool Covers. My hope if other customers do not get dragged through the mud having to deal with a company that failed on many levels. I do not think BBB accreditation should be given so easily to companies that choose not to follow the BBBs structure in replying and addressing BBB complaints from consumers. 
  
  Regards,
  
  *****************************

  
  

*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. ↩