The Cover Guy-East

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, Mark Klosiewski

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is in my best interest to acceptThe product I received was defective out of the boxTo me this is different than warranty coverageAlso, the foam will not correct the damage done to the mahogany cover as it is now discoloredFINALLY, the company is not taking responsibility for the horrible customer service they providedI will be opening a new complaint for that portion of the transactionAlso, I will leave negative feedback on every review site on the web for their productsShame on them Regards, [redacted]

Hi, The cover was re shipped and we apologize for the lengthy delay This situation will be reviewed internally.Thank you, ----Hello, Your cover has been shipped via Forward Air tracking number [redacted] Once the cover arrives in your area (up to business days) someone from that company will be in touch with you to schedule an appointment and ask you for shipping instructions.If you would like to track your shipment, please feel free to do so at [redacted] or by phone at [redacted] You will be required to provide your tracking # which is the number we have provided(Please note that shipping time is up to business days and this site will show you the exact shipment location rather than the destination).Please note if you ordered a lifter they may be shipped in a separate boxInspection for damage applies to lifter as well as cover***ONCE YOUR COVER HAS ARRIVED IT IS YOUR RESPONSIBILITY TO INSPECT FOR ANY DAMAGES [redacted] IF YOU SUSPECT ANY DAMAGES OR THERE IS IMMINENT DAMAGE TO THE PACKING PLEASE REFUSE THE COVERIF YOU ACCEPT THE DAMAGED COVER IT IS YOUR RESPONSIBILITY TO MAKE A CLAIM DIRECTLY WITH THE SHIPPER [redacted] If the cover is accepted with damage you will need to contact the shipping company to make a claim, if the cover is refused you will need to contact The Cover Guy to informEither way all damage must be reported within hours from the time the cover was deliveredAny reported damage after this time will be denied as per our shipping & Returns policy found at www.thecoverguy.comThe shipping company may offer you an option to leave the cover with a noteWe highly discourage this because if you do choose to exercise this option you are accepting the cover in whatever condition it arrives in and trusting that the delivery company delivers all pieces.Thank you for your business.Regards, The Cover Guy [redacted]

Hi Lonnie, we return all calls and emails with in hours I did have call from you in the last weeks and I returned that call Please email us at s [redacted] or I [redacted] or give us a call at [redacted] and we are happy to assist.Your cover will be shipped by the end of this week.Thanks

The issue you are having with the cover is not a warranty issue The strap has been pulled so hard that they have torn a whole section of the cover If this was a defect of the strap it would have just pulled away from the vinyl as these are sewn in In any case, we have offered to fix the issue at no charge because this cover is so new We have requested that the vinyl come back for repair If you do not wish to do this now we can wait until the weather is better and have you send it back at that time.Thank you

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 They are not addressing the fact that I can NOT attach the coverI should not have to stack things on top of it & remove them every time I want to use hot tub until springWhich is dailySpring is a long time awayI paid alot of money for a NEW cover, that should have been easily removable because this is outside Regards, [redacted] ***

I have spoken with the representative you were dealing with in our office and she explained that there was a mis communication on her part which caused the slight delay in a resolution She did advise me your resolution is shipping this upcoming week and you were satisfied with that when she spoke with you I do apologize for that mis communication and I hope you are satisfied with the resolution our company has provided Thank you for your business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The buckle was not pulled hardIt fell off as soon as I tried to buckle it in the slotI do not feel I should have to take the whole cover apart (doubting I would even be able to, or get the foam pieces back in correctly) The vinyl is also rippedAs stated it is freezing cold here nowI am having to stack something on top of the cover so the wind does not blow it offThis is the reason I ordered a new cover & a lift barFor the amount of money this cost I should not have to stack stuff on it, or unstack stuff to use itNor should I have to try to take apart a frozen cover then cover it with tarps & straps while trying to maintain the heat in it while they repair itI am sure they can reuse this cover for a smaller tub and replace the one I have without me trying to take it all apart & put it all back together
Regards,
*** ***

We are very sorry to hear of the customers accident. The customer did accept our resolution and the foam has been shipped.Here is the last email we sent him September 19th.HI *** Thank you, we understand your frustration with the delay and inconvenienceHowever, we custom made this cover for
you and the part that you had concerns with is being replacedProduction found that foam insert to be defective so we replaced itIt has now been shipped and I have the tracking numberInstalling the foam insert is easy to do and you have flipped it before so its the same thingHere is the tracking number on the foam inserts and again we do apologize, Thank you,

I understand the concern of the customer, which is why we had offered to make the repair in the spring at her discretion

Hi ***, I am sorry that you have not received a call back. I only have voice mail from you and I did email you this morning.I will have a tracking number emailed to you with in hours.We do again apologize for the delay, due to a overwhelming number of unexpected orders this year we
have fallen slightly behind in production. Everyone in our industry has experienced the same delay and we are all trying our very best to get caught up as quickly as we can. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** *** I have attached photos that clearly show the poor craftmanship of this product and will not accept any deal that cost me for a new cover, this all started in the first year and also the 4th yearI will not accept any offer that includes me paying for a new cover.*** ***

The new foam inserts will be shipped early next week.We do apologize for the delay, but I know our staff has been in touch with you.Thanks

We warrantied the cover as per the warranty we offer. The foam is already made and on its way. We are unable to cancel that now as these are custom made

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not
resolve my complaint. For your reference, details of the offer I reviewed appear below
The last time the replacement inserts were shipped they the c channels were not properly secured and could not be pushed back in to place. Also the single layer of thin cardboard they were shipped in allowed both inserts to get a puncture in the vapor barrier. Please tape the c channels in place more securely and I would suggest packing them in two layers of cardboard. If they arrive undamaged my complaint will be resolved
Regards,
*** ***

Confused, customer accepted the resolution via email.See email below,---------- Forwarded message ----------*** ***
*** *
*** *** *** *** ** *** **
*** *** *** ***
*** *** *** ***Thanks for your hard work. Hopefully they will secure the c channel better and use two layers of cardboard to help cut the risk of puncturing the vapor barrier---- amanda TCG wrote: > Hi *** > Your insert is going out by the end of the week> Thank you, > >

Hi, The cover was re shipped and we apologize for the lengthy delay.  This situation will be reviewed internally.Thank you, ----Hello, Your cover has been shipped via Forward Air tracking number [redacted]. Once the cover arrives in your area (up to 7 business days) someone from that company will...

be in touch with you to schedule an appointment and ask you for shipping instructions.If you would like to track your shipment, please feel free to do so at [redacted] or by phone at [redacted] You will be required to provide your tracking # which is the number we have provided. (Please note that shipping time is up to 7 business days and this site will show you the exact shipment location rather than the destination).Please note if you ordered a lifter they may be shipped in a separate box. Inspection for damage applies to lifter as well as cover[redacted]ONCE YOUR COVER HAS ARRIVED IT IS YOUR RESPONSIBILITY TO INSPECT FOR ANY DAMAGES[redacted] IF YOU SUSPECT ANY DAMAGES OR THERE IS IMMINENT DAMAGE TO THE PACKING PLEASE REFUSE THE COVER. IF YOU ACCEPT THE DAMAGED COVER IT IS YOUR RESPONSIBILITY TO MAKE A CLAIM DIRECTLY WITH THE SHIPPER[redacted] If the cover is accepted with damage you will need to contact the shipping company to make a claim, if the cover is refused you will need to contact The Cover Guy to inform. Either way all damage must be reported within 48 hours from the time the cover was delivered. Any reported damage after this time will be denied as per our shipping & Returns policy found at www.thecoverguy.com. The shipping company may offer you an option to leave the cover with a note. We highly discourage this because if you do choose to exercise this option you are accepting the cover in whatever condition it arrives in and trusting that the delivery company delivers all pieces.Thank you for your business.Regards, The Cover Guy [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,
Mark Klosiewski

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is in my best interest to accept. The product I received was defective out of the box. To me this is different than warranty coverage. Also, the foam will not correct the damage done to the mahogany cover as it is now discolored. FINALLY, the company is not taking responsibility for the horrible customer service they provided. I will be opening a new complaint for that portion of the transaction. Also, I will leave negative feedback on every review site on the web for their products. Shame on them.
Regards,
[redacted]

I have spoken with the representative you were dealing with in our office and she explained that there was a mis communication on her part which caused the slight delay in a resolution.  She did advise me your resolution is shipping this upcoming week and you were satisfied with that when she...

spoke with you.  I do apologize for that mis communication and I hope you are satisfied with the resolution our company has provided.  Thank you for your business.