Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a spa cover from ECPC in October of 2022, they assured me they would come out and measure my spa and then order the cover. The representative ordered the spa cover and then texted to ask if I had measurements from the builder that I could send her. I sent her the builder's measurements but told her that I was not comfortable with those measurements. Still, no one was sent out to take accurate measurements. The spa cover did not arrive until the end of January or the beginning of February. The installer came out to put the cover on and it was too small for the spa. Once this occurred ECPC contacted me and told me that they would order me a new cover for $1200.00, plus the $967.16 I had already deposited with them for the initial spa cover. I told the representative that it was their mistake and that I should not be penalized for their error. The rep. replied that I said the measurements were accurate and so therefore it is my fault. The rep. gave me a few ridiculous options as a means of settlement, none of which I am in agreement with. I am willing to order the entire text transcript between her and me, so you can see exactly how manipulative this rep. is attempting to be. I have never had such horrible customer service, especially after being made to wait for several months for the cover which was initially promised to arrive in November of 2022. I would like a refund of my deposit and to be done with this company. I have offered them to just give me $500 of my deposit back and they have refused, instead offering me the option to sell the too-small cover on *****

  

  Business response

  05/01/2023

  Dear BBB,
  We regret that we were unable to meet the customer's expectations and appreciate the opportunity to respond to the complaint. The customer initially requested a quote for a spa cover and a pool cover in late September of 2022. A quote was sent on September 28th for both the spa cover using the dimensions provided and for the pool cover with unknown dimensions. The pool cover was declined by the customer. On October 2nd, a new quote was sent including the measurements provided by the customer for the spa cover. On October 4th, the customer reviewed, signed and approved the quote, and their non-refundable deposit was received on October 13th.
  We kept the customer updated throughout the production process, including delays due to the holiday season and severe winter storms near the manufacturer's location that caused further production delays. The customer responded positively to these updates.
  Regarding the issue with measurements, we explained to the customer that we cannot agree to ordering a new cover at no additional cost as we used the measurements provided and the customer indicated in a text that the measurements were correct. However, we are willing to absorb some of the cost by waiving the balance owed on the incorrect cover and reducing the cost of the remake by 25% and not charging tax.
  We apologize for the inconvenience caused to the customer and value their satisfaction with our products and services. We will continue to work with the customer towards finding a mutually satisfactory resolution. Thank you for bringing this matter to our attention.
  We remain committed to providing exceptional customer service and hope that this response provides a better understanding of the situation.

  Sincerely,
  *******************
  East Coast Pool Covers
  

  
  

  Customer response

  05/02/2023

   
  I am rejecting this response because: The business did not fulfill their responsibility by making sure the measurements of the spa was accurate by sending someone to measure the spa as promised, even after I told their representative on multiple occasions that I had concerns regarding the measurements from the spa builder. Further, I no longer have any trust that this company will get the next order correct. Also, I can find a cheaper spa cover than paying almost $2,300 for one through this company. I would like to go to mediation to get this dispute settled by an independent third party.  
  
  

  

  Business response

  05/08/2023

  Dear BBB,
  Thank you for allowing us the opportunity to address the customer's concerns. We maintain that we provided the customer with a quote based on the measurements provided to us, and the customer signed and approved the quote that clearly stated that deposits are non-refundable and balances are due on the day of installation/service. Although we cannot take full responsibility for the incorrect measurements provided by the customer, we are willing to work towards finding a mutually satisfactory resolution. As previously mentioned, we have already offered a 25% reduction on the cost of a new cover and waived the balance owed on the incorrect cover. In addition, if we can find a buyer for the spa cover, we would be willing to issue a refund up to the total deposit amount paid by the customer. However, we cannot guarantee that we will be able to find a buyer. Regarding the quality of our product, we believe that we offer a competitive price for the level of service and quality of materials used. Nonetheless, we understand that the customer may wish to explore other options and we respect their decision. We value our customers and their satisfaction with our products and services. We remain open to further communication and hope to resolve this matter amicably.

  Sincerely, East Coast Pool Covers

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