Premier Pool Group

Our experience dealing with Premier Pool is nothing like the 9.5 rating. In fact, it is hard to believe it is the same company that others rate so highly. Our story.
Our pool was built by Premier Pools 25 years ago. Never having had a problem with any aspect of the pool, we decided to use Premier Pools again when it was time to replace the original winter cover of 25 years, last summer. The original graphic pool drawing with dimensions were provide to Lenni who assured us that was all that was needed. Having also been assured that they stand by their product and that they would immediately address any issue, we reluctantly paid the full amount in advance, as was required. The new winter cover arrived on time, however when it came time to install, after the closing activities had been completed (water drained etc), it was determined that the band which clips into the coping had been sewn on backwards (facing the coping) rendering it useless. Lenni stated most pools are designed for it to clip in that way and that only a small percentage are designed like ours. He sent it back to the manufacturer and after a two week wait and considerable accumulation of debris at the bottom of our pool, the cover was returned to us with the band having been reversed. Jodi installed the cover, gratis, however she had difficulty clipping it into the coping at the deep end and had to used plastic wedges to keep it in place. At the time we assumed it was due to the vinyl being less flexible due to the cold weather. Little did we know that it would be the problem that has caused us much concern this spring.
Having returned from being out of country for an extended period of time in April, we found that the cover at the deep end of the pool had come out of the coping. We tried to put it back to no avail and noticed that the part that clips into the coping didn't have enough of a "v" depth to hold it in place.
May 5th I left a voice message and texted Lenni with pictures explaining the situation and asked that he come out to look at it himself as we believed it was due to a manufacturing problem. NO RESPONSE.
More voice messages, texts followed and two weeks later I posted a message on their web site. STILL NO RESPONSE.
Being persistent I continued to call and to my surprise one morning a man answered the phone. He was aware of the situation and stated he was about to return my call. He stated that this style of pool cover requires plastic wedges inserted all around to support and hold it in place and that the problem was that not enough wedges were used at installation. I disagreed, stating our original 25 year old cover installed by Premier Pools never had a problem and never required wedges. When he continued to argue, I asked to speak to Lenni and left a message to return my call, which of course didn't happened.
Once again, persistence paid off. This time Lenni answered. I explained what the fellow had said and that if this product now required wedges he should have informed us of this at the time to afford us the opportunity to select another style. He indicated that his wife, Jodi did have a problem getting the cover to stay in place and that is why she used the wedges but that is not the norm. He indicated he would have to check it out himself. I told him he would have to come soon as the cover is coming off more each day due to the vinyl softening with warmer temperatures. I also asked for a pool opening which he scheduled for June 5th.
MAY 30TH. No sign of Lenni. I left another voice message and sent a text message with pictures advising him that he needs to come to inspect the band/coping connection asap as the cover is three quarters off now and that it and the winter debris will be at the bottom of the pool soon. I also cancelled the appointment as we couldn't wait until June 5th and opened the pool ourselves. We assume they got the text as no one arrived on June 5th. In the text message we asked that the matter of the defective cover be addressed and requested that they either provide a new cover or refund our money. NO RESPONSE
June 12 2017. I left sent the following final text message to Lenni "I have not had a response to the foregoing text or any other text, email, or voice message. Kindly advise if you have any intention to ever respond to our issue. Thank you."
NO RESPONSE.

I am at loss to understand the lack of responsiveness and poor customer service. We have supporting pictures and documentation, have been more than patient and now will have to investigate other options available to us for a resolution.