ComplaintsforSplash Super Center

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a pool cover from this company which advertised 20 year warranty - the cover didnt last 7 months. It has several tears and holes in it. Called the company and the gal said it could have been the wind or birds that caused the tears so its not under warranty. Absolutely ridiculous comments - no customer service at all! Thought we just got a bad cover and it was a simple warranty situation and would gladly continue as a customer. This experience was the worst! They got my original money and thats all they cared about! Wont be suggesting them to anyone - we have had different pools at our different houses and never had an issue w/ a cover till this one so I thought maybe we just got a bad one out of the batch. Clearly, they dont care!

  

  Business response

  05/28/2024

  The consumer contacted us the retailer and the manufacturer about the condition of here cover after this past winter.  She had left us a message over a weekend and we returned her call with instructions to send us pictures. She called us again later that day saying the manufacturer said that the damage to her cover was not a manufacturing defect such as seam separation and was an act of an outside nature. They did however offer to give her half off a new cover eventhough the damage to her cover was not under warranty. The non pool clamps being used can also cause damage to a cover because they have no give so when wind is blowing or excess water is on the cover, there is no give to allow the cover to expand and then it can tear. We never received her pictures until this complaint came over as the consumer never sent us the pictures as we had said. From the pictures attached to this compliant the cover is too tight which can happen from excess weight on the cover, too low water levels in the pool and a few other reasons all which are outside factors and not that the cover was manufacturer incorrectly. The warranty which is attached does state that it covers manufacturer defects. These include seam separation and binding detachment which is not seen in any of the pictures provided. A cover should have some flow and be loose over the water to help prevent undue stress on the co  The non pool clamps being used can also cause damage to a cover because they have no give so when wind is blowing or excess water is on the cover, there is no give to allow the cover to expand and then it can tear. Even though this is not something covered under the warranty we can offer half off a new cover for the consumer. We also offer covers that have more threads per square inch that offer more strength that we can offer the same discount as well this one time. 

  Customer response

  05/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Please advise which pool cover you are now suggesting at half price?  We were emptying the pool while we were calling about the cover to get a new liner- thats why the pool level was so low!  The clamps were placed after winter to hold the cover up so we could take photos of the issue clearly for you!  When I called in - there was no offer to assist in any manner.  The lady who answered the phone just said they have better pool covers which we can purchase but never offered any assistance  - just blamed the wind and birds for examples why the tarp ripped.   Please advise.

   

  
  Regards,

  ****

   

   

  

  Business response

  06/03/2024

  A the time you called we said we could follow what the *** was offering which was half off a new cover. That is still what we are offering. You can take a look at our website as they are in order but level of strength and price and let us know whcih one you are interested in. The strength of a cover is determined by the amount of threads per square inch called the scrim as described on our site. The more threads the stronger the cover is. If you water level was low which teh pictures do indicate that is more than likely the reason why the cover developed those holes. If there is not enough to support under the cover and you had car cable clamps on it when there is water on the covers, you are playing tug o war with the cover. Even if you use the cable if not enough water to support it can put stress on the cover. Regardless please pick out a cover and then give us a call and we will charge half off the price. please reference order # 16250685S. We will log the information into your customer record. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩