This is in response to complaint ID #[redacted]. The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturers warranty.The customer purchased the cover on 1/11/16. On 10/31/17 he called to reportdamage to his cover. He was asked to send photo's which he did. The...
photoswere examined, they showed tears in the cover but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarranty. At this point he was informed that tears are not covered. We offeredhim a 15% off a replacement as a courtesy. Because he is so upset I can extendthat offer to 30%. If he chooses to take us up on that offer he can call to placean order. He just needs to tell the sales rep to check the notes in his account. Ihave attached a copy of his order, the manufacturers warranty and the photosfor you convenience. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Several things that Judy, who I did not speak to, wrote are false. There was never more than 1 phone call, my wife was never involved, I never wanted or agreed to a credit, and it appears that they added "unopened" to the policy attachment they sent you. Even though if you go to there site https://www.solarcovers.com/page/returns, you will see it clearly states that the reel just had to be clean and resalable which it was. For the life of me I don't understand why they sell this product if they were not willing to stand behind it. Yes the reel was put together and I attempted to use it, but after rolling the cover on it once I realized it would not work or take the load of the cover. It actually bowed so bad it touched the ground and it was nearly impossible to pick up and move. All I'm asking for is a refund for the inferior product that they sold on their web site. The product was shipped back to them and received today, July 27, 2017. In case they attempt to change their policy to benefit their case, I've enclosed another copy of their policy.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]I want to thank you for your help in resolving this matter. Without your intervention I had no chance of receiving what I was honestly due. Thanks again for your handling this matter in a professional and timely manner.
This is in response to complaint ID #[redacted]. The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturers warranty.The customer purchased the cover on 1/11/16. On 10/31/17 he called to reportdamage to his cover. He was asked to send photo's which he did. The...
photoswere examined, they showed tears in the cover but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarranty. At this point he was informed that tears are not covered. We offeredhim a 15% off a replacement as a courtesy. Because he is so upset I can extendthat offer to 30%. If he chooses to take us up on that offer he can call to placean order. He just needs to tell the sales rep to check the notes in his account. Ihave attached a copy of his order, the manufacturers warranty and the photosfor you convenience. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Several things that Judy, who I did not speak to, wrote are false. There was never more than 1 phone call, my wife was never involved, I never wanted or agreed to a credit, and it appears that they added "unopened" to the policy attachment they sent you. Even though if you go to there site https://www.solarcovers.com/page/returns, you will see it clearly states that the reel just had to be clean and resalable which it was. For the life of me I don't understand why they sell this product if they were not willing to stand behind it. Yes the reel was put together and I attempted to use it, but after rolling the cover on it once I realized it would not work or take the load of the cover. It actually bowed so bad it touched the ground and it was nearly impossible to pick up and move. All I'm asking for is a refund for the inferior product that they sold on their web site. The product was shipped back to them and received today, July 27, 2017. In case they attempt to change their policy to benefit their case, I've enclosed another copy of their policy.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]I want to thank you for your help in resolving this matter. Without your intervention I had no chance of receiving what I was honestly due. Thanks again for your handling this matter in a professional and timely manner.