Received pool cover in good shape and installed as per instructions. During the winter season the cover developed a hole in the middle that started to unravel and was brittle and flaky to the touch. Area where the pool I located contains no overhead structures or trees that could drop branches or similar projectiles to cause this type of damage. Called the company to report the issue and was told to send pictures. Cover originally purchased from a Richard C. but he was not available at the time of the issue being reported and I was handed off to a Shaun to resolve the issue. Spoke with Shawn in March of 2009. Sent details of the failures and pictures a few times they were reported as not received by him and no attempt for follow up with me when pictures not received. I had to call back multiple times to confirm that the e-mailed pictures were received. The first time was my fault for sending to the incorrect address but no attempt was made to follow up for 3 weeks that pictures were not received. When the pictures were finally received he forwarded them to the Manufacturer and that was all that I had heard from until I called about a month later he said he had heard nothing back from them and he had not followed up on the matter. I have had to make countless calls to them over the summer to the point where I know his voice and he knows mine on the phone. I have extended every bit of professional business etiquette in dealing with them and have not been able to resolve my issue. Finally after the many calls I was told that the manufacturer wanted to have the cover returned to them for repair in early September 2009 after dragging their feet all summer when the cover was not needed. I agreed and told them that I would provide the large box for shipping and package the item to go back to them to expedite the process which was agreed upon and they would supply me with a shipping label to send the cover back to the manufacturer. I waited the 3 days for the shipping info to come e-mail and nothing, waited an extra 2 more days and called Shaun. He said he would look into it and get back to me, a few days go by and nothing so I call again and he said he would call them again. This has gone on until today 10/13/2009 and I still have no shipping info from Pools Etc who seem to be blowing me off and not honoring the 15 year warranty that this cover was sold with. I have tried in every manner possible to politely resolve this issue but it seems that I’m being handed off to someone who could care less about customers because they are a factory dealing with vendors and not customers with I’m sure pools etc still making orders from them. I paid Pools ETC for the product and warranty it is their responsibility and not second source that they use to honor it. I ordered from them over another retailer because they carried the BBB Shield on their website showing they are an approved retailer. They are apparently not worthy of the banner as I live in the north east and had to purchase another cover for my pool which is not a safety cover which puts my 3 year old at risk whenever we are out in the backyard until this safety cover gets replaced or repaired. I purchased this cover to keep him safe when we are outback playing or barbequing. I have in no way taken an aggressive posture or verbal attack at the employees of Pools Etc but do not know where else to turn other than a lawyer at this point. I feel that they are stringing me along and hoped that since winter was setting in and the pool had to be covered that I would let it go. The cover cost me over a thousand dollars and did not even last a season.

Settlement Sought: At this point in time I want money back or the cover replaced with a new non-defective product. I’m well beyond just settling for a repair especially when the local pool store said that if the cover was flaking around the hole that a standard patch would only be a temporary fix of 2 to 3 seasons. They also had all summer to affect a repair.