Aquamatic East Coast

ID # [redacted] In response to the statement of the problem:We did do a service on this cover this yearEvery year, we have a [redacted] drawing for a free Deluxe System Maintenance, which has an $value, and this is the customer that wonWe were excited that this customer had won because our records showed that they had not had a Service done to their auto cover since We installed their cover system in This service includes replacing wear items like sliders, pulleys and guides, as well as lubricating all the moving parts, cleaning out the cover box debris, and finishing it off with scrubbing the cover with brooms and gently power washing the cover, the drum and the mechanismWe have quite literally done thousands of these services, and this is the first complaint I have ever heard of this natureThis customer lives in Lusby, MD, which is miles from our shop and takes about three hours for us to drive to from Inwood, WVLusby is pretty much on a peninsula that is surrounded by the Bay.This customer has an automatic pool cover System that has a mechanism that is recessed into a below ground vaultThe tracks that this cover travels along are mounted on the top of her pool deckThe pool is a kidney shaped pool and the cover is a rectangleThere is a substantial area of cover that scrapes along the top of their brushed concrete pool deck when the cover is in motionThis will add wear to anything over the course of five yearsAlso, they live on a peninsula on the Chesapeake Bay and they have a saltwater poolThe combination of the salt water in the air and the salt vapors from the pool over the course of the last five years have begun to take their toll on the cover, I have had communications with this customer and I have seen pictures of the cover where there are “damages that we have made" and I have concluded that what we are dealing with here are early signs of dry rotI have conveyed this to the customer but what I know is factual has fallen on deaf earsThe only answer this customer wants to hear is that we are to blameSince this customer has sent in this complaint, I have done a test to see if the psi power washer that we use can hurt a coverIn this test, used a brand new piece of pool coverNo harm was caused to the cover material until I literally put the spray nozzle onto the cover fabricThe results I got looked much different from what is in the pictures that were sent to our officeI often do these cover cleanings barefooted and I have hit my feet with the water several timesNo pain and no damages there eitherWe keep that nozzle a foot or more away from the cover because the scrubbing that we do with the brooms does the majority of the workThe pressure washer is there as a rinse more than the primary cleaning toolThere was a substantial amount of green slime on the top of the cover on the day that we were there cleaning itIt looked like stagnant water algaeWe did have quite a job to do in cleaning this cover, I am convinced that when we were done with our cleaning, this was the first time they had seen the actual top of their cover in a good long timeI'm sorry that not even a free service of this level could satisfy this customer but I am not at all convinced that our company has done anything to harm this coverI do know that the parts that we replaced were all original and were in dire need to be replacedIf there actually is a different company that is servicing this auto cover, they are doing a very poor job at itIf someone really did clean this cover before we got there this year, they missed a spot the size of the entire cover! There is no way to repair a cover with this problemThere is only a cover replacement that can fix thisWe have offered this Service but are doubtful that they will move forward.Josh W***, President Aquamatic East Coast, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I have had the cover for years. I'm thinking that a $10,pool cover should last somewhat longer than years even with any elements to consider. I have attached pictures of the cover and in one of the pictures you can see that we sit right at the corner of the pool where the damage was done. MrW*** commented that we had not seen the top of the cover in a long while, however, I see it every day and I can tell you along with friends and family that my cover looks fine everywhere else but that one corner and it was NOT like that before they came. There was NO green algea on the cover. My question is if the cover was rotting, why is it only rotting in the one corner and not on the entire cover. With a $10,investment, I have always been very particular about how to care for the cover and I have taken MrW***'s advice on how to care for it. We keep the cover very clean and always have. I have pictures with this response to show the condition of the rest of the cover but I don't see a way to upload them to this website. I appreciated the work that MrW***'s team did with the maintenance package but if I had known this was going to happen I would have declinedI see no resolution to this matter but I wanted to let others know what they may be up against in dealing with this company
Regards,
*** ***

ID # [redacted] In response to the statement of the problem:We did do a service on this cover this year. Every year, we have a [redacted] drawing for a free Deluxe System Maintenance, which has an $860 value, and this is the customer that won. We were excited that this customer had won because our...

records showed that they had not had a Service done to their auto cover since 2012. We installed their cover system in 2011. This service includes replacing wear items like sliders, pulleys and guides, as well as lubricating all the moving parts, cleaning out the cover box debris, and finishing it off with scrubbing the cover with brooms and gently power washing the cover, the drum and the mechanism. We have quite literally done thousands of these services, and this is the first complaint I have ever heard of this nature. This customer lives in Lusby, MD, which is 143 miles from our shop and takes about three hours for us to drive to from Inwood, WV. Lusby is pretty much on a peninsula that is surrounded by the Bay.This customer has an automatic pool cover System that has a mechanism that is recessed into a below ground vault. The tracks that this cover travels along are mounted on the top of her pool deck. The pool is a kidney shaped pool and the cover is a rectangle. There is a substantial area of cover that scrapes along the top of their brushed concrete pool deck when the cover is in motion. This will add wear to anything over the course of five years. Also, they live on a peninsula on the Chesapeake Bay and they have a saltwater pool. The combination of the salt water in the air and the salt vapors from the pool over the course of the last five years have begun to take their toll on the cover, I have had communications with this customer and I have seen pictures of the cover where there are “damages that we have made" and I have concluded that what we are dealing with here are early signs of dry rot. I have conveyed this to the customer but what I know is factual has fallen on deaf ears. The only answer this customer wants to hear is that we are to blame. Since this customer has sent in this complaint, I have done a test to see if the 2500 psi power washer that we use can hurt a cover. In this test, used a brand new piece of pool cover. No harm was caused to the cover material until I literally put the spray nozzle onto the cover fabric. The results I got looked much different from what is in the pictures that were sent to our office. I often do these cover cleanings barefooted and I have hit my feet with the water several times. No pain and no damages there either. We keep that nozzle a foot or more away from the cover because the scrubbing that we do with the brooms does the majority of the work. The pressure washer is there as a rinse more than the primary cleaning tool. There was a substantial amount of green slime on the top of the cover on the day that we were there cleaning it. It looked like stagnant water algae. We did have quite a job to do in cleaning this cover, I am convinced that when we were done with our cleaning, this was the first time they had seen the actual top of their cover in a good long time. I'm sorry that not even a free service of this level could satisfy this customer but I am not at all convinced that our company has done anything to harm this cover. I do know that the parts that we replaced were all original and were in dire need to be replaced. If there actually is a different company that is servicing this auto cover, they are doing a very poor job at it. If someone really did clean this cover before we got there this year, they missed a spot the size of the entire cover! There is no way to repair a cover with this problem. There is only a cover replacement that can fix this. We have offered this Service but are doubtful that they will move forward.Josh W[redacted], President Aquamatic East Coast, LLC