Coverwell Solutions

Initial Business Response /* (1000, 4, 2015/07/21) */
Our company has been in business for years and this is the first complaint we have received after successfully serving thousands of customers in the *** *** area
We installed covers for this customer on Friday July 3rd She
called over the following weekend and left a message stating "These covers are sh*tThere are gaps all over them and we needed to come and get them."
The gentleman who does our sales, who is completely different from the gentleman that does our installation, is fully trained to show the customer, and explain to them, exactly what the cover will look like and how it will function
This customer put a stop payment on her check and refused to answer our phone calls and messages attempting to make the situation right
Finally, we called and left a message that we are coming over to pick up our covers
I arrived at the customers house and rang the bell and waited several minutesI then rang the bell again and could see, through the leaded glass on the front door, a dog wandering around
Several minutes later I rang the doorbell again, but this time I saw the shadow of someone walk across the room
I knew I was being ignored and rang the doorbell multiple times in a rowFinally, the customer came to the door and yelled though the closed door, "What do you want a***"
I sais, "I want my covers or my money"
Never during any part of this entire ensuing conversation did I refer to my customer by a derogatory name
She didn't say anything, so I responded "I'll sue you."
She responded "Sue me a***"
I replied, "I'll call the cops and have you prosecuted for theft."
She said "Let me get my shoes on a***
She came around, opened the gate, and I went in, looked at the covers, and said "they fit exactly as they are supposed to." And they didJust like the thousands of covers we produce every year
She says, "They fit like **t!"
I knew there was no reasoning with her and I picked up my two small covers, threw them in the back of my truck, told her to "keep your money!" got in my truck and left
Never once did I approach her, never once did I threaten her
We make mistakes in our business like everyone does, and our company bends over backwards trying to make our customers happy
Never once in my dealings with customers in my professional life have I had anyone speak to me in such vulgar unwarranted language like this customer spoke to me
Was the discussion heated? Yes , absolutely, and I apologize for the tenor of the conversation
However, I refuse to apologize for saying things that I did not say, and furthermore suggest that this customers' complaint verges on the slanderous
Initial Consumer Rebuttal /* (3000, 6, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read their response and they are not telling the truthThe window well covers were not what they promised and they did not return my calls initially which prompted me to stop payment on the checkI have a text to them saying I am stopping payment until they replace or repair the window well covers which they chose to do neitherI have several pictures of the poor installation and gapsThe day the mad man came to my door early in the morning I had just walked out of the bathroom after being sick when I heard the pounding on the front doorWhen I did check my phone after he left I found one message of that morning about ten minutes prior to him showing up saying they were coming to get the coversI don't open the door to strangers especially to those yelling at me through the door and threatening to sue me and call the policeMy neighbors could hear and asked me later what it was aboutI am a property manager for three large commercial buildings, a main office building, three residential homes and an assisted living home and I have never run into a contractor with such meanness and lack of professionalismIt really is too bad because my boss had me checking out window well covers and painting for our properties when I told him I was getting some for my houseIf they had used "Customer service" skills and talked to me like a human being they may have gotten a ton of businessYou don't come to someone's door early in the morning, yelling at them, calling them a *** and not have them be afraid of such tacticsMy husband has just left for work and was ready to call the police when he found out how I was treatedI have since showed the pictures to another contractor who does window well covers and he said that I had gotten was a poor job of measuring on their partSo they can lie all they want to make it the consumer's fault, but they handled this badly and don't seem to want to apologize which tells you what kind of business this isIt's never about a mistake someone makes, it's how they fix it and they did it badly and lost out of thousands of dollars worth of new business over $I understand this is a woman owned business and I am shocked that she would allow a man to treat another woman like I was treated with bullying tacticsI never said what this man said I did - I was sick and shocked at his treatment of meMaybe no one else filed a complaint because they were afraid toI was the customer and I was treated badly and called names and threatenedIs tis the kind of business you want to deal withThis is not resolved and I will never recommend them to my hundreds of business tenants
Final Business Response /* (4000, 8, 2015/08/04) */
Coverwell is no longer going to mince words with this customerWe know what we did to please her, we have many, many satisfied customers, and we are going to just let this beNo more fighting about who said what, the customer was not going to be satisfied no matter what we did, so she has her money back and we have our covers backI wish her luck in finding covers to her liking
Final Consumer Response /* (4200, 10, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is sad that they don't see that sending a man to verbally yell at and threaten a year old woman early in the morning isn't okI have found covers to my liking with someone else

Initial Business Response /* (1000, 6, 2015/10/13) */
We have been in contact with this customer on a regular basis. On the day this was written, Cary was in the hospital, and was unreachable by the customer and us, his employer. This project started as a mistake on our part, which we are trying to...

fix. Because we painted a wood faux aluminum pergola with "wood" paint, it did not stick correctly. Now we are replacing the whole pergola, per the customers request. We offered to put up a wood pergola, but the customer wanted his exact pergola replaced. We had to research the maker of this product, and after some delays on the manufacturer's part, we are now, today, Oct. 13th, building a new aluminum pergola. This has all not taken place fast enough for this customer.