Complaint Review: Bruce Pohlman

Brucey Pohlman ordered a replacement spa cover from us.  Unfortunately it arrived damaged.  Our policy states customer is to inspect the cover BEFORE signing and not to sign for the cover if any noticeable damage because the trucking company will later deny the claim and makes it difficult for us to get a replacement shipped without incurring additional costs.  We viewed the photos Bruce sent us and it's clear the package was damaged.  Why would you sign for a package claiming YOU inspected it and accept it as it!???

He emailed us on May 11, 2018:Steve, more "not so good" news. We had the cover delivered this morning and after opening it, we found this. It looks like something was driven through the box. Both the outer and inner plastic is damaged along with the styrofoam. What's the process to have this fixed? We're just glad we didn't destroy the old crappy cover before opening this.

Thanks

Bruce   We immediately (THE SAME DAY) contacted the factory and trucking company to start a claim and expedite a return pickup and replacement cover.  Prior to the damaged cover being signed for we were in constant communication with Bruce Pohlman as to the status of the cover and shipment, each time replying in a timely manner.  WHAT ELSE DID YOU WANT US TO DO, YOU ARE THE MORON WHO SIGNED FOR A DAMAGE COVER STATING IT WAS ACCEPTABLE TO YOU, WE CONTACTED THE FACTORY AND THE SHIPPING CARRIER, IT WAS OUT OF OUR CONTROL, TAKE SOME RESPONSIBILITY !!!!     We are at no fault but yet this jerk besmirches our company online posting negative reviews:  

  6/28/2018  Previous review I ordered from SCP for two reasons. First they had good ratings and second they were close - relatively speaking. Their delivery time "two weeks, three weeks maximum." Sounded good. We ordered the cover and got our order number stating we would get an email confirmation. Never a word. After a couple of days, I emailed and Steve responded confirming the order was recieved. One week... two weeks... three weeks... not a word except when I emailed them. Finally after four weeks and some days, got word it would be delivered. 
The day of delivery, we had an inspector and the delivery driver, YRC Freight, arrive at the exact time. I sent the inspector to talk to the wife while I helped get the spa cover on the front patio. After the inspection, we opened the spa cover and found that a hole had been punched in the bottom side of the cover. We did notice then that the box had a tear and had been taped up. Did I notice when it was delivered? Not really. We had other things to think about and who hasn't received a damaged box with a perfectly fine item inside? 
I emailed Steve at SCP then called. His first question was, "Did you accept the package?" Of course I accepted it! What - did I want to not accept it and wait another 4 or 5 weeks to get the cover? After talking for a few minutes, he said he would speak to the manager and he could probably patch it. He would give me a call back. Not a word! My wife and I decided since it was on the bottom, we could patch it ourselves and just deal with it. 
About a week later, Rosalie from Illusion Spa Covers, emailed "we are the manufacter for SpaCoverPlus. 
We would like to fix your cover as soon as possible... can you please call me at..." We thought about it and figured alright, if they're willing to fix it. We pulled the foam, folded the cover, put their return label on it, and off it went. As it turns out, they were denied a claim from YRC so I got to pay to have my cover returned to me! Nice, huh? If we knew the fix was contingent on getting a claim from the freight company, we would never have sent it back. This all should have been taken care of by SCP bit once again - silence. 
Anyways, we did get the cover back - over 2 months since ordering it. April 11th - June 21. Illusions Spa Covers did a great job replacing the bottom cover. 
Do I fault the freight company? Yes. Do I fault Illusions? Partly - they could have been more clear on the fix. But I mainly fault Spa Covers Plus. No communication at all and they just pass the buck. No responsibilty on their part for this whole mess. I bought it from them - not Illusions. They're not a stand up company as far as I can tell. 
There is good in it all - the cover is a nice cover. But, I think that's Illusions doing. Should have gone directly to them first and cut out the middle man. You would be wise to do the same and save some $$$. Doubt highly that I would do business with SCP again. The 2 star rating is strictly for Illusions part that they played.   Brucey, may I suggest spell check?  You are a miserable person clearly with a plethora of free time on your hands.  You also state our website is misleading, when INFACT our spa covers are DIRECT FROM THE FACTORY.  A factory small man, is a place something is made, construed, manufactured, assembled, etc.  It came DIRECTLY from said factory to YOU.  Perhaps this is why you have a government job, you're not a bright person.  We have no culpability whatsoever for your ignorance.  We did NOTHING wrong, we did not damage the cover, accidents happen.  We did not sign for your cover stating it is in good condition and acceptable as is.  That was you.  We will not tolerate your ongoing harassment.  PWT     Get a life!