As I explained to Dr [redacted], we have no e-mails records of any correspondence prior to May of 2014. In May of 2014, we do have a very nice e-mail from Dr [redacted] concerning his cover & there was a picture attached to that e-mail showing the issue with his cover. Below is a timeline of what we have in our system. This timeline along with copies of all of the original e-mails we found were sent to Dr [redacted] on June 4, 2015.Timeline:May 2012 - Purchase date of the Coverstar system & warranty start date from Coverstar.May 2013 - 1 year labor warranty expired. May 2014 - Dr. [redacted] contacted Gary [redacted] one of our field technicians about his cover. At that time we did receive a photo of the cover. Gary contacted the office & we did schedule a site visit.June 2014 - We did visit the site and we did confirm the cover was in fact a valid warranty claim.June 2014 - We received approval from the manufacture to provide Dr. [redacted] with a warranty cover.May 2015 - It was brought to our attention that the cover had not yet been replaced.May 2015 - We notified the manufacture & the cover has now been made & is ready to install.June 2015 - We contacted Dr [redacted] to schedule the replacement & to secure a Credit Card for the labor & travel charges not covered under the warranty.As I explained to Dr [redacted], the labor portion of his warranty was 1 year and that 1 year warranty had expired in May of 2013. The cover material does have a 7 year warranty which is provided by Coverstar the original manufacture of the cover system. That warranty is 3 full years & the remaining 4 years are prorated. Based on the timeline above and all of the records we have which show our 1st contacted from Dr [redacted] was in May of 2014, the labor portion of the warranty had already expired approximately 12 months earlier. So while I cannot explain why his cover was not replaced under warranty in 2014, it did not change the fact that the labor portion of the warranty had expired in May of 2013, the material portion of the warranty was still fully intact and based on my conversation with Dr [redacted] his cover while not esthetically pleasing to look at was fully operational.If Dr [redacted] can provide copies of e-mails dated prior to May of 2013 that we can validate in our system showing that he did in fact contact us about his cover, I will be more then happy to honor the labor portion of our warranty. If documentation cannot be provided by Dr [redacted]’s then pending his approval for the items not covered under warranty (Labor, Travel & Service Call) we will be happy to schedule at his convenience the installation of his warranty replacement cover.
Complaint: 11236329
I am rejecting this response because:Minorcan obviously does not care about customer service, nor does Minorcan concern themselves with accepting responsibility for their mistakes or ensuring they provided satisfactory resolutions regarding the mistakes they make. Minorcan is a horrible moving company and is in no way an A+ establishment.Minorcan's ridiculous claim that $100.00 has satisfied all damages is nonsense and bares no written legal agreement. It merely inflates their lack of concern with any type of satisfactory customer service. They are responsible for not keeping their promise of providing three movers, thay are responsible for a number of damages to furniture and other items they moved, and they are responsible for the excessive cost (over $1100.00) of moving my family only 11.7 miles.I am Retired from the U.S. Navy and a Retired Law Enforcement Officer and I take great pride in my honesty and integrity. I do not have any reason to fabricate stories to fill my time, I have greater items to take care of that.Minorcan's handling of this issue has done a great job of proving just how unprofessional the company is and I will not recommend them to anyone. In fact, since my move I have recommended Royal Movers to new families who have asked who we used. They kept true to their promises; they were fast, they were efficient, and, knowing they were going to take a bit longer than anticipated, they stopped charging us at a particular point. We paid them between $800.00 and $900.00 to move a much greater number of furniture items from Jacksonville to St Augustine than Minorcan had to move.Until Minorcan accepts responsibility for the damages they caused, there will be no resolution or acceptance of the businesses response.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
We received a call on June 22nd to perform a service for Mr & Mrs [redacted]. During the call we learned that their cover was not working and in fact had a broken rope. We also learned that their cover had been installed a year earlier (4/2014) by [redacted] a company that...
has since gone out of business. Over the years we had supplied [redacted] with automatic covers, but in this case we were not able to verify if in fact the [redacted]'s cover was a Coverstar cover or not. To be fair there was a conversation that if this was in fact a Coverstar cover, the ropes ($287.00 of the current bill) would be covered under warranty & if not this would be a billable item for the service call they requested. The [redacted] were sent and did approve our Pre-Authorization for the charges we knew would be billable. A copy can be provided if needed. This Pre-Authorization was for $287.00 for minimum charges of: Service Call, One hour of labor & the travel charge to their home. Per our Pre-Authorization, it does state that if additional labor and or materials are needed, those charges will be billed.When we arrived on-site our technician did see that the automatic cover at the home of the [redacted] was in fact not a Coverstar Automatic Cover System & at that point we did proceed and perform the necessary service. While we feel this was all communicated by our scheduler during the initial conversation with the [redacted] over the phone we do understand their comments concerning the additional follow-up that they feel we could have given them prior to performing what turned out to be a non-warranty service call.As per our Pre-Authorization, we did final bill the [redacted] on Friday (6/26). It was on that same Friday that Mrs [redacted] called to express her concern with the final bill. In a follow-up phone call to Mrs [redacted] later in the day we did offer Mrs [redacted] several options in an effort to resolve this problem. The conversation was left that Mr [redacted] would give us a call to discuss further. As of Monday (6/29) we have not hear back from Mr [redacted].Options offered to Mrs [redacted] in our phone conversation on Friday (6/26):1. We offer a full refund for all charges. To provide this full refund, we simply needed their permission to stop by their home & remove our ropes & the other parts we used in the repair of their cover. This way they can pursue other options for repairing their cover.2. We offered to credit the cost of the ropes we installed. To provide this partial refund, we simply needed their permission to stop by their home & remove our new ropes & during that visit reinstall some old ropes they had on-site. While we do not like to install ropes we are not familiar with the origin of, in an effort to find a resolution to this issues we would be happy to do so in this case. In doing this, the final bill of $859.37 would be reduced by the cost of the ropes ($287.00 + tax). There would be no additional charges for changing out the ropes and getting the cover operational for them. Please note that when we use their ropes, there will not be a warranty provided for our labor to install the ropes or the ropes the customer provides.3. The [redacted] can accept the bill $859.37 for the repair done by our service department. The simple fact is their concern is not the workmanship. The cover has been repaired and is operating. Their concern is they feel we should have done a better job communicating the fact that the cover repairs needed were not covered under warranty and thus they would be billed for the entire repair.I am sorry to learn that the [redacted] were not satisfied with the communication from our service department. Please know that once we learned they were not happy, we did offer them several options as stated above in an effort to find a resolution. While I do appreciate their comments about how they feel we could have done more to communicate the fact their repair was not warranty, I do feel that we are a company that listens and will make every effort to do a better job in the future.That said, the [redacted] do have several options to choose from & at this point, we simply need to know how they would like to proceed.I am in the office all week & would be happy to discuss this further with Mr or Mrs [redacted].John S[redacted]PresidentCoverstar CentralO# 800-307-7727
Mr. [redacted]Again we are sorry you feel the way you do. We feel that our response satisfies the issue at hand. A check was sent to you in the amount of $100 and was cashed by you to fix items or compensate you for your move. By cashing this check, therefore relieves Minorcan Moving & Storage for all liability. You had signed for .60 cent per pound per article for insurance and denied any and all other insurance options, the check sent covered alleged damages. As for the flooring that was damaged, it was done after the move by someone in the household other than Minorcan Moving & Storage employees. We stand by our response and feel that we have done what was needed to meet our liability responsibilities. Thank you,Minorcan Moving & Storage, INC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have reviewed the last correspondence from Mr. S[redacted]. I am confused. According to my credit card company Coverstar has been paid. I am disputing the charge, but the the charge was indeed posted. So I am not sure what grounds he has to take me to collections. Second, According to the attached invoice parts totalled $426.28 and service and labor $394.50. I am confused at the numbers he reported in his rebuttal. Clarification would be much appreciated.We agreed to pay for a service call and travel to assess our pool cover for a warranty issue. The technician proceeded to repair the issue without notifying us of the needed repairs and warranty issue. So we are obligated to pay for work that was not authorized? We had other options available to fix this issue, including ropes sitting next to the pool. I really have a problem with Coverstar dictating to me how I will proceed with a project and insist that I pay for their services when we were clearly not contacted to approve such repairs. Communication and customer service from this company is less than desirable.
Regards,
[redacted]
Mr. [redacted]
We would first like to state that we did not appreciate the
several times during our phone conversations you mentioned to us that your wife worked for [redacted] County. We
felt that to be a threat of slander towards our company.
To continue, we have apologized for your...
inconvenience
during the several conversations we had with you and had explained that due to
circumstances beyond our control, we were only able to send 2 men to you the
day of your move. Since we were only
able to send two men instead of three, the job did take longer than it would
have with three men. You were also being
delivered to a home with a second floor which also takes extra time. Please also keep in mind that you were quoted
an hourly rate, over the phone, site unseen.
We gave you a ballpark estimate of what it may take to move you based on
the information you gave to us. However,
the job was a by the hour job and you were charged the hourly rate for two me. We also
came out to pack, at your request because you didn’t think your wife would be
able to finish packing by herself, without ever seeing what it was that we
would be packing. We did not do the
entire pack, your wife had already starting packing and we came in to
finish. Again, it was information that
you gave to us over the phone and we came to pack based on the information you
gave to us. Our normal policy and
procedure is to do a visual/walk through if there is any packing that needs to
be done.
As for the items you mentioned that were damaged, we have
already sent you a check for $100, which you cashed reliving us any further
liability, and is well above and beyond the basic .60 cents per lb. per article
that you signed for on your Bill Of Lading.
Not only did you sign for the basic .60 cents per lb. per article, you
also wrote underneath that you decline any extra insurance on your items. You also told one of our office staff during
one of our phone conversations that “I don’t know if my wife or your guys
packed it, but one of the boxes had something sticking out and my wife moved
the box across the floor and gouged the floor”.
All of the boxes that we packed are always clearly marked and signed by
each packer. Also, we did not slide the
box across the floor to cause any type of scratch or gouge.
We are aware that Mrs. [redacted] had given each of our guys $50
a piece tip and thanked them for their hard work. I can’t imagine that if the services we
provided were as horrible as you say that a $50 a piece tip would ever be
given. Again, we apologize for any
inconvenience you feel you have incurred and feel we have resolved this situation accordingly.
To answer your question, no my warranty did not expire in May of 2013. Also, I would like to clarify that in April of 2014, I again sent photographs of the defective cover in addition to the ones sent in October of 2012. The original email sent in October 2012 was sent to the general mailbox from my...
military email account and was answered by them 2 days later. Thank you.
While I appreciate Mrs [redacted] attempt to offer an alternate settlement, her request for $65 and $154 for a total $219 discount off of travel and labor is not reasonable in this case. In the initial setting of the appointment the [redacted] agreed to pay our minimum charges which were not refundable regardless of whether the cover was repaired or not. These charges consisted of: Service Call $60, 1 - hour minimum labor charge of $154, and travel of $65 with the balance being tax bringing the total to $287.75. This amount was pre-approved and was pre-authorized by them on their credit card. The additional charges of $571.62 in question, are actually the materials used to repair the cover that turned out not to be covered under warranty due to the fact the cover on their pool was not a Coverstar cover as they had told us when scheduling. The pool cover would not be operational without the parts billed. So while the entire bill did total $859.37, the amount in question $571.62, would have been the change to repair their cover.In our initial conversation we were told by the [redacted] they had a Coverstar cover on their pool and that is why there was even a conversation about the ropes possibly being covered under warranty. Now, if the other company that replaced their cover last year misled them when they sold it to them in some way, that is not our fault. We came with every good intention of providing the materials under warranty for a product we didn’t install. Mrs [redacted] eludes in her reply that they would have contacted the original manufacturer to get the ropes replaced under warranty. The simple fact is Coverstar is the only manufacture that provides a two year no break rope warranty with the purchase of a new cover. None of the other national cover manufacturers provide this type of no break rope coverage. To be fair, we were never told by the [redacted] to not do the work if it is not warranty, but as I stated in my prior e-mail, I accept the fact that it would have been better to confirm with them that they did in fact want us to proceed.In an effort to reach a compromise, I did offer to work with Mrs [redacted]. She states in her e-mail that she agreed to pay our minimum charge of $287.75 regardless of the cover being repaired or not. She goes further to point out that had she known that the repairs needed were not covered under warranty she would have told us not to do the repair. She states this because she feels she could have gotten the work done for less. In an effort to find a solution, I suggested she take a copy of our itemized bill and call other service companies in the area to see if she could in fact get a quote that shows they could have gotten their cover repaired for less then the $571.62 that is in question. She agreed to do that, but asked I give her a week to fully research this option, which I agreed to.While I can understand the [redacted] frustration to learn that the company they hired to replace the cover on their pool didn’t provide them with a Coverstar cover, I don’t feel it is fair to accept a penalty of $219 or 40% off of a bill of $571.62. to the point of losing money for providing a needed repair. I’m sorry that their original service company has gone out of business and is not around to help the [redacted] with the future issues that may develop with their new cover. I have offered multiple solutions for the [redacted] to choose from, but their only reply has been we want a discount.At this point, I’m not sure what else we can do to resolve this in-pass. I’m not willing to accept a 40% reduction in our billing & the [redacted] are not willing to allow us back on the property to remove our materials. I’m open to a reasonable solution, but also willing to turn this over to collections if we are not paid for the work performed. I’m available anytime to discuss this further.Sincerely,John S[redacted]President Coverstar Central
As I explained to Dr [redacted], we have no e-mails records of any correspondence prior to May of 2014. In May of 2014, we do have a very nice e-mail from Dr [redacted] concerning his cover & there was a picture attached to that e-mail showing the issue with his cover. Below is a timeline of what we have in our system. This timeline along with copies of all of the original e-mails we found were sent to Dr [redacted] on June 4, 2015.Timeline:May 2012 - Purchase date of the Coverstar system & warranty start date from Coverstar.May 2013 - 1 year labor warranty expired. May 2014 - Dr. [redacted] contacted Gary [redacted] one of our field technicians about his cover. At that time we did receive a photo of the cover. Gary contacted the office & we did schedule a site visit.June 2014 - We did visit the site and we did confirm the cover was in fact a valid warranty claim.June 2014 - We received approval from the manufacture to provide Dr. [redacted] with a warranty cover.May 2015 - It was brought to our attention that the cover had not yet been replaced.May 2015 - We notified the manufacture & the cover has now been made & is ready to install.June 2015 - We contacted Dr [redacted] to schedule the replacement & to secure a Credit Card for the labor & travel charges not covered under the warranty.As I explained to Dr [redacted], the labor portion of his warranty was 1 year and that 1 year warranty had expired in May of 2013. The cover material does have a 7 year warranty which is provided by Coverstar the original manufacture of the cover system. That warranty is 3 full years & the remaining 4 years are prorated. Based on the timeline above and all of the records we have which show our 1st contacted from Dr [redacted] was in May of 2014, the labor portion of the warranty had already expired approximately 12 months earlier. So while I cannot explain why his cover was not replaced under warranty in 2014, it did not change the fact that the labor portion of the warranty had expired in May of 2013, the material portion of the warranty was still fully intact and based on my conversation with Dr [redacted] his cover while not esthetically pleasing to look at was fully operational.If Dr [redacted] can provide copies of e-mails dated prior to May of 2013 that we can validate in our system showing that he did in fact contact us about his cover, I will be more then happy to honor the labor portion of our warranty. If documentation cannot be provided by Dr [redacted]’s then pending his approval for the items not covered under warranty (Labor, Travel & Service Call) we will be happy to schedule at his convenience the installation of his warranty replacement cover.
Complaint: 11236329
I am rejecting this response because:Minorcan obviously does not care about customer service, nor does Minorcan concern themselves with accepting responsibility for their mistakes or ensuring they provided satisfactory resolutions regarding the mistakes they make. Minorcan is a horrible moving company and is in no way an A+ establishment.Minorcan's ridiculous claim that $100.00 has satisfied all damages is nonsense and bares no written legal agreement. It merely inflates their lack of concern with any type of satisfactory customer service. They are responsible for not keeping their promise of providing three movers, thay are responsible for a number of damages to furniture and other items they moved, and they are responsible for the excessive cost (over $1100.00) of moving my family only 11.7 miles.I am Retired from the U.S. Navy and a Retired Law Enforcement Officer and I take great pride in my honesty and integrity. I do not have any reason to fabricate stories to fill my time, I have greater items to take care of that.Minorcan's handling of this issue has done a great job of proving just how unprofessional the company is and I will not recommend them to anyone. In fact, since my move I have recommended Royal Movers to new families who have asked who we used. They kept true to their promises; they were fast, they were efficient, and, knowing they were going to take a bit longer than anticipated, they stopped charging us at a particular point. We paid them between $800.00 and $900.00 to move a much greater number of furniture items from Jacksonville to St Augustine than Minorcan had to move.Until Minorcan accepts responsibility for the damages they caused, there will be no resolution or acceptance of the businesses response.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
We received a call on June 22nd to perform a service for Mr & Mrs [redacted]. During the call we learned that their cover was not working and in fact had a broken rope. We also learned that their cover had been installed a year earlier (4/2014) by [redacted] a company that...
has since gone out of business. Over the years we had supplied [redacted] with automatic covers, but in this case we were not able to verify if in fact the [redacted]'s cover was a Coverstar cover or not. To be fair there was a conversation that if this was in fact a Coverstar cover, the ropes ($287.00 of the current bill) would be covered under warranty & if not this would be a billable item for the service call they requested. The [redacted] were sent and did approve our Pre-Authorization for the charges we knew would be billable. A copy can be provided if needed. This Pre-Authorization was for $287.00 for minimum charges of: Service Call, One hour of labor & the travel charge to their home. Per our Pre-Authorization, it does state that if additional labor and or materials are needed, those charges will be billed.When we arrived on-site our technician did see that the automatic cover at the home of the [redacted] was in fact not a Coverstar Automatic Cover System & at that point we did proceed and perform the necessary service. While we feel this was all communicated by our scheduler during the initial conversation with the [redacted] over the phone we do understand their comments concerning the additional follow-up that they feel we could have given them prior to performing what turned out to be a non-warranty service call.As per our Pre-Authorization, we did final bill the [redacted] on Friday (6/26). It was on that same Friday that Mrs [redacted] called to express her concern with the final bill. In a follow-up phone call to Mrs [redacted] later in the day we did offer Mrs [redacted] several options in an effort to resolve this problem. The conversation was left that Mr [redacted] would give us a call to discuss further. As of Monday (6/29) we have not hear back from Mr [redacted].Options offered to Mrs [redacted] in our phone conversation on Friday (6/26):1. We offer a full refund for all charges. To provide this full refund, we simply needed their permission to stop by their home & remove our ropes & the other parts we used in the repair of their cover. This way they can pursue other options for repairing their cover.2. We offered to credit the cost of the ropes we installed. To provide this partial refund, we simply needed their permission to stop by their home & remove our new ropes & during that visit reinstall some old ropes they had on-site. While we do not like to install ropes we are not familiar with the origin of, in an effort to find a resolution to this issues we would be happy to do so in this case. In doing this, the final bill of $859.37 would be reduced by the cost of the ropes ($287.00 + tax). There would be no additional charges for changing out the ropes and getting the cover operational for them. Please note that when we use their ropes, there will not be a warranty provided for our labor to install the ropes or the ropes the customer provides.3. The [redacted] can accept the bill $859.37 for the repair done by our service department. The simple fact is their concern is not the workmanship. The cover has been repaired and is operating. Their concern is they feel we should have done a better job communicating the fact that the cover repairs needed were not covered under warranty and thus they would be billed for the entire repair.I am sorry to learn that the [redacted] were not satisfied with the communication from our service department. Please know that once we learned they were not happy, we did offer them several options as stated above in an effort to find a resolution. While I do appreciate their comments about how they feel we could have done more to communicate the fact their repair was not warranty, I do feel that we are a company that listens and will make every effort to do a better job in the future.That said, the [redacted] do have several options to choose from & at this point, we simply need to know how they would like to proceed.I am in the office all week & would be happy to discuss this further with Mr or Mrs [redacted].John S[redacted]PresidentCoverstar CentralO# 800-307-7727
Mr. [redacted]Again we are sorry you feel the way you do. We feel that our response satisfies the issue at hand. A check was sent to you in the amount of $100 and was cashed by you to fix items or compensate you for your move. By cashing this check, therefore relieves Minorcan Moving & Storage for all liability. You had signed for .60 cent per pound per article for insurance and denied any and all other insurance options, the check sent covered alleged damages. As for the flooring that was damaged, it was done after the move by someone in the household other than Minorcan Moving & Storage employees. We stand by our response and feel that we have done what was needed to meet our liability responsibilities. Thank you,Minorcan Moving & Storage, INC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have reviewed the last correspondence from Mr. S[redacted]. I am confused. According to my credit card company Coverstar has been paid. I am disputing the charge, but the the charge was indeed posted. So I am not sure what grounds he has to take me to collections. Second, According to the attached invoice parts totalled $426.28 and service and labor $394.50. I am confused at the numbers he reported in his rebuttal. Clarification would be much appreciated.We agreed to pay for a service call and travel to assess our pool cover for a warranty issue. The technician proceeded to repair the issue without notifying us of the needed repairs and warranty issue. So we are obligated to pay for work that was not authorized? We had other options available to fix this issue, including ropes sitting next to the pool. I really have a problem with Coverstar dictating to me how I will proceed with a project and insist that I pay for their services when we were clearly not contacted to approve such repairs. Communication and customer service from this company is less than desirable.
Regards,
[redacted]
Mr. [redacted]
We would first like to state that we did not appreciate the
several times during our phone conversations you mentioned to us that your wife worked for [redacted] County. We
felt that to be a threat of slander towards our company.
To continue, we have apologized for your...
inconvenience
during the several conversations we had with you and had explained that due to
circumstances beyond our control, we were only able to send 2 men to you the
day of your move. Since we were only
able to send two men instead of three, the job did take longer than it would
have with three men. You were also being
delivered to a home with a second floor which also takes extra time. Please also keep in mind that you were quoted
an hourly rate, over the phone, site unseen.
We gave you a ballpark estimate of what it may take to move you based on
the information you gave to us. However,
the job was a by the hour job and you were charged the hourly rate for two me. We also
came out to pack, at your request because you didn’t think your wife would be
able to finish packing by herself, without ever seeing what it was that we
would be packing. We did not do the
entire pack, your wife had already starting packing and we came in to
finish. Again, it was information that
you gave to us over the phone and we came to pack based on the information you
gave to us. Our normal policy and
procedure is to do a visual/walk through if there is any packing that needs to
be done.
As for the items you mentioned that were damaged, we have
already sent you a check for $100, which you cashed reliving us any further
liability, and is well above and beyond the basic .60 cents per lb. per article
that you signed for on your Bill Of Lading.
Not only did you sign for the basic .60 cents per lb. per article, you
also wrote underneath that you decline any extra insurance on your items. You also told one of our office staff during
one of our phone conversations that “I don’t know if my wife or your guys
packed it, but one of the boxes had something sticking out and my wife moved
the box across the floor and gouged the floor”.
All of the boxes that we packed are always clearly marked and signed by
each packer. Also, we did not slide the
box across the floor to cause any type of scratch or gouge.
We are aware that Mrs. [redacted] had given each of our guys $50
a piece tip and thanked them for their hard work. I can’t imagine that if the services we
provided were as horrible as you say that a $50 a piece tip would ever be
given. Again, we apologize for any
inconvenience you feel you have incurred and feel we have resolved this situation accordingly.
To answer your question, no my warranty did not expire in May of 2013. Also, I would like to clarify that in April of 2014, I again sent photographs of the defective cover in addition to the ones sent in October of 2012. The original email sent in October 2012 was sent to the general mailbox from my...
military email account and was answered by them 2 days later. Thank you.
While I appreciate Mrs [redacted] attempt to offer an alternate settlement, her request for $65 and $154 for a total $219 discount off of travel and labor is not reasonable in this case. In the initial setting of the appointment the [redacted] agreed to pay our minimum charges which were not refundable regardless of whether the cover was repaired or not. These charges consisted of: Service Call $60, 1 - hour minimum labor charge of $154, and travel of $65 with the balance being tax bringing the total to $287.75. This amount was pre-approved and was pre-authorized by them on their credit card. The additional charges of $571.62 in question, are actually the materials used to repair the cover that turned out not to be covered under warranty due to the fact the cover on their pool was not a Coverstar cover as they had told us when scheduling. The pool cover would not be operational without the parts billed. So while the entire bill did total $859.37, the amount in question $571.62, would have been the change to repair their cover.In our initial conversation we were told by the [redacted] they had a Coverstar cover on their pool and that is why there was even a conversation about the ropes possibly being covered under warranty. Now, if the other company that replaced their cover last year misled them when they sold it to them in some way, that is not our fault. We came with every good intention of providing the materials under warranty for a product we didn’t install. Mrs [redacted] eludes in her reply that they would have contacted the original manufacturer to get the ropes replaced under warranty. The simple fact is Coverstar is the only manufacture that provides a two year no break rope warranty with the purchase of a new cover. None of the other national cover manufacturers provide this type of no break rope coverage. To be fair, we were never told by the [redacted] to not do the work if it is not warranty, but as I stated in my prior e-mail, I accept the fact that it would have been better to confirm with them that they did in fact want us to proceed.In an effort to reach a compromise, I did offer to work with Mrs [redacted]. She states in her e-mail that she agreed to pay our minimum charge of $287.75 regardless of the cover being repaired or not. She goes further to point out that had she known that the repairs needed were not covered under warranty she would have told us not to do the repair. She states this because she feels she could have gotten the work done for less. In an effort to find a solution, I suggested she take a copy of our itemized bill and call other service companies in the area to see if she could in fact get a quote that shows they could have gotten their cover repaired for less then the $571.62 that is in question. She agreed to do that, but asked I give her a week to fully research this option, which I agreed to.While I can understand the [redacted] frustration to learn that the company they hired to replace the cover on their pool didn’t provide them with a Coverstar cover, I don’t feel it is fair to accept a penalty of $219 or 40% off of a bill of $571.62. to the point of losing money for providing a needed repair. I’m sorry that their original service company has gone out of business and is not around to help the [redacted] with the future issues that may develop with their new cover. I have offered multiple solutions for the [redacted] to choose from, but their only reply has been we want a discount.At this point, I’m not sure what else we can do to resolve this in-pass. I’m not willing to accept a 40% reduction in our billing & the [redacted] are not willing to allow us back on the property to remove our materials. I’m open to a reasonable solution, but also willing to turn this over to collections if we are not paid for the work performed. I’m available anytime to discuss this further.Sincerely,John S[redacted]President Coverstar Central