Complaints

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10, 2020 we paid Ellis Pool Covers $2,522 as a deposit for providing pool cover repair services. They did not return phone calls or emails for a year and then alleged in Sept of 2021 that we had not chosen a color for the replacement cover. We chose a cover and signed the quote. Since then, they have failed to respond to emails and have made no effort to schedule the services. Finally, I warned them that I was considering legal action. Without apology or discussion, they simply refunded my money and it was clear from the email interaction that they never ordered the replacement cover. We have gone 2 yrs without a pool cover and have had unfinished patio work that was awaiting their completion of the work we paid them for. I understand deeply the challenges associated with labor and supply chain but it does not excuse a failure to communicate nor does sending us back our money after two years make us whole in any way.

  Business response

  06/05/2022

  Ellis Pool Covers was hired by a landscape company to repair and replace the automatic pool cover fabric. We gave a price estimate to the landscaper who then proceeded to give the wholesale price quote to the homeowner. The homeowner simply sent a deposit check without a contract even being written. We sent several messages to the landscaper in regards to needing a proper agreement and a color selection. September 2021 we finally received the price quote signed which is not a contract by any means. Due to our past positive experiences with the homeowner we decided to proceed and ordered an OEM material replacement which I myself clearly explained the order would take in the vicinity of 4-8 weeks to receive as these fabrics are custom made and the AquaMatic brand of cover is not the fastest manufacturer. We received the material in November 2021. When the pool season was approaching we left the homeowner a voicemail in regards to scheduling the material installation which requires the pool to be open and running to install. The response we received from the homeowner was 6 weeks later requesting an installation date immediately followed by an email stating that legal action was in process. I decided that rather than arguing with an unreasonable customer about the matter we would simply return the deposit to avoid any future conflicts and take a substantial loss as we cannot use the custom ordered material at another job. We will provide supporting documents as well. 

  Customer response

  06/15/2022

  Dear Better Business Bureau - I am not satisfied with the response from the business owner.  The timeline in his description is entirely wrong.  We were NEVER notified that the cover came in.  In fact, they never responded to several requests for updates.  The threat of legal action came was sent within the last month - not a few weeks after they allegedly received the cover in Nov '21.  If they are not going to tell the truth, I am not sure what the BBB can do here.

  Business response

  06/23/2022

  The homeowner is incorrect. I personally explained the process to the homeowner during my visit in September 21. I clearly explained how we did not have a signed contract and have not been able to get a response from the builder who hired us. I clearly explained that ordering an OEM material would mean a 6-8 week wait. The homeowner informed me they were closing their pool October 17 and wanted to know if the cover could be installed before then, I reminded them that October ************************************************************************************************************************************************************** March of 22 my office left a message with the homeowner requesting a pool opening date and we did not hear back. The homeowner responded approximately five weeks later asking for an install date immediately followed by an email stating that legal action was in process. We do not have a signed contract with this homeowner and there were never any terms agreed upon for the project. There were absolutely no update requests throughout the winter months which would make sense as we had clearly spoken about arranging the install for the spring and coordinating with the pool opening.  This would not be out of the norm as we have many projects that get pushed to spring. 

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