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Business Profile

Pool Cover Service

Cover Care LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Cover Service.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 28, 2024 -CoverCare was hired to re-install the tracking on our pool after the pool had been refinished. In the process of installing the track, they cracked *********************************************************************** the bricks. They took photos and I took photos and I also called the main office while the workers were still there. I was told that CoverCare would cover all the damages that were done. I was also told that my credit card would not be charged yet. They charged the card anyway, so I had to ask for a reversal.We sent emails back and forth (which I am happy to attach all of them) and the customer service *** wrote that I had until July 12, 2025 at 5pm to submit and estimate for the damages or else they would charge my credit card again. It was a holiday week and I expressed to her how many companies I called and that her deadline was unreasonable. She wrote " Once you send the quote, we will be happy to take care of the damages that were caused. Whenever you get the estimate will be fine just send it to the email address and we will take care of it. We do apologize for any inconvience and look forward to receiving your quote soon." I sent a quote later that day. I did not hear anything from them. So, I emailed on July 12 2024 stating that since it was her deadline date and I did submit an estimate I wanted a status. She did not ***ly until July 15and stated that the company was sending out another company to supply an estimate. I reiterated her words about just sending an estimate and they would take care of it..I also reminded her of the many hours I spent calling and asking company's to look at the damage to *****. 2 bricklayers refused to give an estimate saying that the bricks would not match up and the inside tile which was new wouldget broken in the proces I asked again to have a manager call me or come to see the damage. I have run out of spaces to type and I could not upload all the emails due to the space con

    Customer Answer

    Date: 08/05/2024

    *.***** finally called us on phone Wednesday July 31 that he would call on Thursday to discuss his estimate and ours.  He said he wanted to make it right. But he never called -so Thursday evening I sent a text telling him a licensed pool company who was giving us another estimate on fixing the bricks that covercare damaged had noticed that the cover was not re-installed properly. It is missing one bracket and one bracket is not supporting the cover. It is not safe.  Not 2 brackets are supporting over 16 feet of metal cover.  So not only did they damage our bricks by not installing track screws properly, they did not install the cover properly either and it is a safety hazard right now. i have copies of texts and email I sent him on Friday with photos of the bracket not supporting the cover   

    Customer Answer

    Date: 09/06/2024

    I wanted to inform the BBB that we were able to find a resolution to our problem with this company.  While the local company was not helpful to us, the corporate offices of this company were extremely helpful and recognized the mistakes that were made on the company's behalf and we were able to come to a positive resolution.  Therefore, we would like the complaint removed.  Thank you 

Cover Care LLC is NOT a BBB Accredited Business.

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