1 reviews | Active since Jan 2018
Worst customer service ever,poor installation resulting in damage and company refuses to take responsibility.
Pool cover incorrectly installed and damaged by storm(not bolted on properly and one metal clip had broken off,see pic). Dominique responded saying that my 2 huskies were sleeping on the cover hence the tear in the stitching. He came to this conclusion because there was dog hair on the cover(shedding season-whole yard full of hair,see pic)also installed a solar pool heater without notifying us upfront that the pump we have is not big enough. Did not even explain to us how to use the system and I had to call them to come out. He the tells me that a bypass valve was closed and only emailed me instructions on that day after his visit. Another very poor installation as the solar panels were facing west and not east. His excuse is that his employee no longer works for them. I now have to resort to getting an attorney to handle the matter as he has refused to remove the solar heater system and refund us. The worst part is that we reported this in November last year and I still don’t have a cover with a toddler in the house. The best part is that they still have the pool cover in their possession and have not returned it as yet. I am also now going to have to contact consumer watch,hopefully Wendy Knowler will be able to warn other potential customers about the pitfalls when dealing with this company.
Kevin and Pamela
Pamela contacted us in November as she said your Solid pool cover has torn in places. Nothing was said about tiles being damaged only that the cover needs to be fixed. We sent the team out within a week from your call who came to the property to assess. On arrival they were told the heating is not working, they discovered that the system was bypassed so they opened the valve for the system to run. They also discovered that the pump the client has is too small to have for Solar Panel System performing at its optimum as discussed with client. Client then advised he will look into getting a bigger pump. Client advised he will let us know when we could come in to move panels for better sunlight. Everyone was happy. Pamela then contacted the office to enquire about the Cover to which we stated that we will be coming through to sort out all issues once the pool pump was installed. I also said that we will send a Tech to collect cover when they are in the area. The factory was fully booked and not taking anymore orders For the year as they were closing. We had then managed to collect the cover in December but will only be able to assess in the new year as the factory was closing for the holidays. Pamela contacted me on Tuesday demanding a refund. I reminded her again that the factory has only opened Monday and that her cover was in line to being assessed and a report would be sent to her. Pamela did not want to hear what I had to say and continued to demand a refund, and then putting the phone down in my ear. Her pool cover was assessed and report was sent.
Please see Report on Solid Cover findings
The Pool Cover was not in a good condition at all. The cover was covered in Dog hair and there were tears by the poles. This is due to too much weight being on the cover. (Due to all the hair found on the cover and the mentions of your blind dog that fell into the pool (that also must have stumbled onto the cover when it was on) we concluded that your very big dogs were lying or walking on the cover, resulting in the tears as there is no reason they tear except for excessive weight. The covers are not made to withstand such weights. (no more than 5Kg). The poles were also bent from the strain they were taking. As for you claiming that your tiles are damaged, it is also most likely due to the fittings taking strain hens cracking tiles. we can not be held liable for replacing tiles as they were not damaged on installation.
Please note that due to the damage of the Solid pool cover being Neglect we can not be held liable and will not be able to do a refund.
You are more than welcome to collect your cover if you wish or we can quote you on a new one.
There is nothing physically wrong with the panels only that the pump is to small for them to work effectively. It was only mentioned to move them on the other side of the roof as it gets better sun, that will help increase the temp better but in the same breath they will still work where they are if the pump is the correct size.
Kevin and Pamela
Pamela contacted us in November as she said your Solid pool cover has torn in places. Nothing was said about tiles being damaged only that the cover needs to be fixed. We sent the team out within a week from your call who came to the property to assess. On arrival they were told the heating is not working, they discovered that the system was bypassed so they opened the valve for the system to run. They also discovered that the pump the client has is too small to have for Solar Panel System performing at its optimum as discussed with client. Client then advised he will look into getting a bigger pump. Client advised he will let us know when we could come in to move panels for better sunlight. Everyone was happy. Pamela then contacted the office to enquire about the Cover to which we stated that we will be coming through to sort out all issues once the pool pump was installed. I also said that we will send a Tech to collect cover when they are in the area. The factory was fully booked and not taking anymore orders For the year as they were closing. We had then managed to collect the cover in December but will only be able to assess in the new year as the factory was closing for the holidays. Pamela contacted me on Tuesday demanding a refund. I reminded her again that the factory has only opened Monday and that her cover was in line to being assessed and a report would be sent to her. Pamela did not want to hear what I had to say and continued to demand a refund, and then putting the phone down in my ear. Her pool cover was assessed and report was sent.
Please see Report on Solid Cover findings
The Pool Cover was not in a good condition at all. The cover was covered in Dog hair and there were tears by the poles. This is due to too much weight being on the cover. (Due to all the hair found on the cover and the mentions of your blind dog that fell into the pool (that also must have stumbled onto the cover when it was on) we concluded that your very big dogs were lying or walking on the cover, resulting in the tears as there is no reason they tear except for excessive weight. The covers are not made to withstand such weights. (no more than 5Kg). The poles were also bent from the strain they were taking. As for you claiming that your tiles are damaged, it is also most likely due to the fittings taking strain hens cracking tiles. we can not be held liable for replacing tiles as they were not damaged on installation.
Please note that due to the damage of the Solid pool cover being Neglect we can not be held liable and will not be able to do a refund.
You are more than welcome to collect your cover if you wish or we can quote you on a new one.
There is nothing physically wrong with the panels only that the pump is to small for them to work effectively. It was only mentioned to move them on the other side of the roof as it gets better sun, that will help increase the temp better but in the same breath they will still work where they are if the pump is the correct size.