Complete Disregard for Client Satisfaction

Rudi of Exclusive Jacuzzi and Spa Covers was the most polite and personable person to deal with before I placed the order with them. I ordered a 5.5kw heat pump and solid pvc pool cover for a 6m x 2.5m pool. The heat pump was installed on time and as planned. However the pool cover was initially too small. Fortunately I was home otherwise his guys would have installed the small one and left. I noticed that it was too small and requested they take it back. After promising and missing numerous installation dates Rudi eventually sent his team to install the "new pool cover" almost 2 weeks later (13 September 2018). This time I was not home and the guys installed a now oversized pool cover and left. The cover was badly manufactured, the anchor hooks were not aligned and the they made numerous extra holes on my paving and left the entire thing in a mess.

Since then (almost a month) I have emailed Rudi on numerous occasions to find out when he plans to rectify this now appalling piece of work, to which I am yet to get a response. The cover has now started to tear at the hook eyes showing how substandard their workmanship is.

It is disappointing that companies like this give the entire industry a bad name. It seems that businesses have lost the value of a client.