- Report: #364635
Complaint Review: D.E.I. - Kenosha Wisconsin
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Author Confirmed
Why?
D.E.I.
6950 51st St. Kenosha, 53144 Wisconsin, U.S.A.
Phone:
262-605-3757
Web:
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D.E.I. Of Kenosha, WI Failure to honor Solar Cover Warranty Kenosha Wisconsin
I have a 3 year old solar cover which came with a 8 year warranty. Although 3 years old from date of purchase, it has only been used the past 2 summers. Recently I noticed several places where the cover has developed tears along the one of the seams. These tears are right next to the seam overlap. I sent in the request 8"x10" sample of the tear and they have replied that the tear is NOT covered as the seam did not actually separate.
I could understand the cover not being covered if the "tear" was in the middle of the cover. This is a "tear" right along the seam where the two pieces are connected. And these "tears follow the seam exactly.
I tried calling DEI and was placed on hold and then disconnected. I called Water Warehouse and told that there wasn't anything they could do as it is a DEI issue. The person I did speak with was actually helpful and able to provide me with more information then was contained in the reply I received in the mail from DEI. I also asked her if they still use sell these covers to customers and she said yes. I then told her that I would NEVER buy another cover from them.
I also plan on submitting this as an issue to the Better Business Bureau.
Randy
Thurmont, Maryland
U.S.A.
I could understand the cover not being covered if the "tear" was in the middle of the cover. This is a "tear" right along the seam where the two pieces are connected. And these "tears follow the seam exactly.
I tried calling DEI and was placed on hold and then disconnected. I called Water Warehouse and told that there wasn't anything they could do as it is a DEI issue. The person I did speak with was actually helpful and able to provide me with more information then was contained in the reply I received in the mail from DEI. I also asked her if they still use sell these covers to customers and she said yes. I then told her that I would NEVER buy another cover from them.
I also plan on submitting this as an issue to the Better Business Bureau.
Randy
Thurmont, Maryland
U.S.A.
1 Updates & Rebuttals
Randy
Thurmont,Maryland,
U.S.A.
update
#2Author of original report
Thu, August 21, 2008
After being unable to contact DEI (they're phone system constantly goes to voice mail after 30 sec. on hold) and not getting callbacks, I called Water Warehouse. Through their customer service supervisor, they got a hold of DEI and told them they must call back within an hour of my call (I had told her that if not, my next call was to BBB and Consumer Protection). Thirty minutes later I had a call from DEI. At first they said my cover was not a seam separation but a tear along the seam. I asked her why is it that I had 3 other tears along the very same seam and all of them were in a very straight line along where the solid seam material is joined together?? After being placed on hold for 5 minutes, she came back on the line and said that as a "courtesy" they would honor my claim and only charge me appropriate pro-rate amount. The bottom line, I had to be tough with these people and only after threatening them with calls to BBB and Consumer Protection did they step up and honor the claim.
