Business ProfileforPool Wizard

On October 10, 2023 C.J. and Robert arrived to put a cover on the pool. They got out of the truck and headed to a back yard gate, We told them they were heading to the wrone gate and needed a hand cart as the cover was in rhe garage.. They took the cover to the wrong end of the pool and began to remove it from the bag. I stopped them as they would then need to drag it through grass and leave to the other end. Instructions are very clear on how to use the Spring Tool to avoid cover and strap damage. Instead they inserted the tool into the very tip tip of the 30 inch Spring Tool and jammed it down the full length of the tool into the anchor. The resulting force ripped a strap from the vinyl cover. Their only comment was "guess you'll have to sew this back on" I called ****** the manufacturer who said a special portable sewing machine is needed. We expected a local "Brick-and-mortar" retail business employees were fully trained. The retail clerk told me this was CJ and Roberts first season. Either they were not properly trained or disregarded their training. I sent letters to Manager Melanie D***** on October 26th and December 1st carefully outlining our complaint. Pool covers cost upward of $5,000 and we expect employees are fully trained in cover handling. It would have taken the men only a few seconds longer to "slide the spring down the tool within 6 inches" rather than jamming it the full 30 inch length of the tool. The reason we used Pool Wizard is that we expected their employees were trained in careful cover handling. I included a copy of the instructions in my letter to Ms. D*****. I also sent her an email and left a voice message. Her only response was to send me another bill with a small post-it note that clearly showed she didn't understand the problerm. (That's when i sent her a second letter on December 1st 2023). The only "technical" part of installing a pool cover is; don't let it sink and properly attach the springs tto the anchors.