COVERSTAR CENTRAL AUTOMATIC POOL COVERS

"Our minimum charge of $222 plus tax was quoted in advance, in addition to being published on our website along with the manufacturers’ limited warranty and our 30 service labor warranty to ensure customers know what to expect. We welcome payment by credit, cash or check upon completion of work; however, our customers are frequently not at home when we service their covers so we do require a credit card to schedule a service call. The 2009 service request was for us to replace webbing. Once onsite we made the stuck cover operable, assessed the extent of the damage and quoted the cost to replace the torn, stressed and aged webbing on their original cover as well as the cost to replace the cover. The customer agreed that the quoted webbing repair would not be a good investment and indicated that they did not have the funds to replace the cover at the time. Her desire was to just baby the cover through one more season. The customer's spouse called within a day or so of the service call to express his dissatisfaction with our charges. We explained that while it was against our policy to refund any of our minimum charges in order for us to cover our overhead, we would discount a portion of the cost of the service call from his replacement cover purchase as we typically do for all of our customers for up to 30 days from the date of service. He indicated they were not prepared financially to purchase a replacement cover at this time, so we extended the offer to 90 days to help them out, and offered them a $100 off coupon we were running at the time to use towards a future replacement cover purchase. He submitted the same complaint to The BBB ID 7943044. The BBB closed the complaint noting: The Company responded to the complaint(s) addressing the disputed issues and exhibiting a good faith effort to resolve the complaint satisfactorily."

"We list our charges online at www.coverstarcentral.com, tell our customers verbally and even send them an e-mail reminder indicating what the minimum charges will be prior to their scheduled service date. Credit cards are preauthorized, but never billed until work is complete – His debit card bank had placed a hold on the minimum charges he agreed to, to verify funds will be available when the charge is processed. Once our techs are on site we determine cost of additional repairs and review options with our customers prior to proceeding. This customer was shown the work order listing parts needed totaling $486, and was quoted the additional labor to install. He had many questions about the ropes and thought we should be responsible for their being too short. We explained the circumstances, and reminded him that we had installed the cover for the prior homeowner and the cover had operated properly for several years prior to his current rope issue. He acknowledged his understanding and authorized our technician to perform the quoted work. We had performed a maintenance service for this customer the previous year at the same rates and received no complaints whatsoever. However, upon completion of this repair we learned he never intended to pay for the repairs he authorized – He cursed, as he admits, and threatened our techs as he ordered them to get off his property. He placed his complaint with the BBB the same day. The BBB settlement was deemed satisfactory. We currently maintain an A+ BBB Rating."

"Unfortunately we cannot diagnose all problems over the phone and have to bill for our technicians time to determine why their cover would not completely open. Our minimum charges are always quoted in advance and credit card taken for payment upon completion of service. Workorder/invoice copies are typically left in the newspaper box when homeowners are not present. The cover was closing in on the cover and rubbing the cover preventing it from being able to fit into the box. Our technician spread the box open manually, contacted the homeowner to explain his findings and also submitted a written quote the following day for the long-term box repair that was needed. When we called to follow-up on the quote we were told they chose someone else to do the work. Upon reviewing this complaint for the first time in 2009, we were pleased to find these members have chosen to use Coverstar Central twice to perform cleaning and maintenance services since their complaint. We appreciate their continued business and trust in our company."

"We performed a Basic System Maintenance Service per this members request but, the Poolsaver System on their pool was well over 10 years old and really needed to be overhauled. When we called to follow-up to schedule the overhaul or upgrade the system, they informed us that they chose to instead remove it from their pool and fill in the cover housing. As a courtesy we hauled away and disposed of their old system at no charge on 8/17/06. The customer was happy and grateful for not having to pay someone to haul it away."

"This member has since chosen Coverstar Central to perform a motor repair in 07, and install a replacement cover in 08. There was apparently a misunderstanding - We would never require payment in full prior to service! We treat our customers the way we expect to be treated, and appreciate any feedback so that we can improve the services we offer. Please visit our website for more information on credit card pre-authorizations."

"Nowadays we can answer the question of whether we can repair or will need to replace a torn cover by viewing a digital picture sent to us via e-mail. Unfortunately, this was not the case in 2001. As indicated we did our best to satisfy this customer by giving a credit, and it must have worked because they chose to have us work for them again as recent as 2005. To clear up any confusion in regards to the credit card comment, we provide written quotes for replacement covers and require 50% deposit to order with balance billed upon installation."