The Cover Guy-East

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 cover. I should not have to stack things on top of it & remove them every time I want to use hot tub until spring. Which is daily. Spring is a long time away. I paid alot of money for a NEW cover, that should have been easily removable because this is outside.
Regards,
[redacted]

We did contact the customer yesterday as we were unaware of the extent of the issue.We have come up with a solution that was accepted by the customer.Thank you

We have spoken to the customer today and advised of the situation and will be in touch with her with in 24 hours.

Hi Lonnie, we return all calls and emails with in 24 hours.  I did have 1 call from you in the last 2 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

When the customer ordered he was advised that we would follow the template he sent and all sales are final.  We did follow the template exactly as per what the customer had sent.  If the customer wants the cover remade we can do this for him at our very cost price.  He would need to...

contact us for this information.  We always advise customers sending templates that all sales are final.

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]

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

Customer
continued to contact us after issuing complaint with Revdex.com on Friday July 31st. 
Monday
August 3rd communication was made between customer and another
manager and another offer was proposed and refused.   The warranty was explained in detail that it
is 7 years covering...

manufacturers’ defects and workmanship, and pro-rated after
the first year, it does not include shipping charges.
Ordered:
09/05/2011Shipped:
10/04/2011 
First Issue contact: 05/16/2012 no charge for vinyl repair and we also
covered his shipping cost in both directions as a goodwill gesture.
Second Issue contact 07/28/2015 / offered 07/30/2015 warranty pricing.
The
following was emailed to customer July 30th as per our warranty
terms option one is the calculation.
The issue with the cover, seam splitting does qualify under
the pro-rated warranty. You are currently in year 4 of your warranty, which
gets you a 30% discount on the original purchased price. Originally the cover
was $379.99.We have 2 options for you:
1) The price for a new cover under warranty will
be $265.99 + $70 shipping. With no warranty left on this cover as we do not
warranty a warrantied cover.
2) The price for a new cover, including our new
upgrades a $44.99 value free of charge (for being a repeat customer), free
shipping and a brand new 7 year warranty for $319.99 + $15 for the skirt.
Both these options include our new upgrades.
These upgrades are a thicker plastic around the foam inserts and full length
hinge down the center of the cover.
A third option was offered on Monday August 3rd during a
phone conversation:
New cover with warranty pricing using year 3 and a 40% discount
which calculated to $227.99 plus $70 shipping. This was refused and customer requested
a full new cover at no cost to him.  
Customer interpreted, without asking for details, the 7 year warranty as full replacement at no
cost.   Customer claimed he could purchase a cover
elsewhere and get full replacement for a full 4 years but could not provide the
competitors name.   
The warranty details are provided to the customer within the
box shipped delivery.   It is also
available upon request.  Customer refused
our final offer.  Customer said he no
longer wanted to purchase our product.Suggestion was made to the customer to withdraw his complaint with the Revdex.com.