I ordered a solar cover for my pool and it was separating at the seam in the center about 4 feet long. I called Water Warehouse and received a voice recording that states that if you are having problems with the solar covers separating at the seam to leave a message and they will call you back. I received a call back and was told they are aware of the problem and to cut out an 8x10 piece of the cover and send it back to them. I wanted to make sure that this was correct because if I were to cut out an 8x10 piece of my brand new cover it would be worthless to me and at least I could still use it right now. I was told this would be covered. I decided that because it was the beginning of summer I would wait until I closed the pool and send it back at that time.
When I sent back the cutout piece of the cover I received a letter in the mail a few weeks later stating that this was not covered. I called and again was greeted by the message that they are aware of the covers separating at the seam and to leave a message. I received a call back from a woman who identified herself as Lisa; she would not give me her last name. She was very rude and said the cover was ripped at the seam and not a defect. I asked her if she was aware of the covers being defective and of the recording on her company's voice message. She avoided the question and repeated that it was not covered and tried to tell me that D.E. I was not the company that sold me the cover. I assured her that I had already done my research and Doheny's Water Warehouse is also D.E. I (Dohenys Enterprises Inc) she avoided the comment.
I then proceeded to explain my situation and told her that the cover was only six months old and that if you are aware of the defect that the seams are separating on the covers wouldn't the natural progression of a defective split seam be that the rest of the cover rip at the seam as you described? She was very rude and said that it would not be covered. I asked for her Manager and was told her name was Anna and that she had already made the decision.
This is extremely poor customer service and I will also be reporting them to the Better Business Bureau as there are already several other complaints listed on the BBB website against this company.
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