A-1 Pools

Write a Review262-334-9493

CLOSED NOW - Opens at 9:00am

I am very sorry that you had this negative experience regarding your hot tub cover. I did everything I could to take care of the situation for you. Initially, you ordered the cover on 3/11/12. The cover was custom made and we received it from the manufacturer on 4/13/12 which is the normal time frame. You requested our free courtesy driveway delivery service and we delivered the cover to your home on 4/21/12. Had the manufacturer made it correctly, you would probably have been a satisfied customer at that point. You contacted us due to the cover being made the wrong size as it was 1" larger than the measurements you provided. I contacted the manufacturer who initially said it was within their tolerances, but after a couple of conversations I convinced them that their tolerances were too loose and they agreed to remake the cover. On 5/3/12 I sent a technician to your home to confirm the spa was not made to the correct measurement, and since you had disposed of your old cover already, we installed a loaner cover on the spa to use until the corrections were made to the new cover. The cover was corrected by the manufacturer and I sent our service technician back out on 6/1/12 to install the new cover on your spa, confirm it fit properly and remove the loaner cover. Overall it took slightly less than 3 months, which I agree is way too long and I too would not have been happy either if I was the customer. Unfortunately, sometimes errors happen. In this case the manufacturer made an error when making the cover which was out of our control. As a result, we did everything we could to take care of things. We picked up the bad cover, provided a loaner, negotiated a free replacement from the manufacturer, delivered and installed the corrected cover and verified it fit properly. I am sorry if we did not apologize for the inconvenience, I had thought we had. In any case, I am very sorry you had this experience. If there is something else you think we should be doing to make things right, please contact me to let me know. I am happy though that in the end at least, the cover was corrected and fit properly.