I am the president of Coverstar LLC, the manufacturer of the automatic pool cover that has received comments in this forum.
We were made aware of this forum back in 2009 and, while we have not previously posted any entries, we, along with some of our independent distribution and service providers have tried to reach out to those individuals who have left negative comments to understand the issues and try to help.
Overall, I am pleased with the service levels offered by our dealers and am satisfied that they are doing a great job of caring for their customers. However, if you have had a different experience, we would like to hear about it.
I wanted to provide some additional detail and clarify a few points about the product itself that I think will be useful for you. As can be expected, some of the facts are being overshadowed by the number posts left by competitors, well intentioned resellers and others.
There are many things that can cause a rope to break. All autocover manufacturers to my knowledge deal with an occasional broken rope. These breaks are often the result of excess stress on the system. Among other things, stress can be caused by objects that impede the cover from moving such as a toy or ladder. A break can also be caused by bumping the cover too hard when closing or opening the system. Water on top of the cover or low pool water level can also increase the amount of stress on the system.
Every manufacturer to my knowledge has built into its system a mechanical or electronic device to help prevent the motor, brackets or ropes from being damaged if the system encounters excess stress. Our system is equipped with such a device that can be adjusted to prevent damage in case of system stress. Periodic cleaning and maintenance is also important as dirt and debris can prevent the cover from operating as designed and block appropriate drainage. For more information on all of these topics, review the use and care guide that was provided with your system or contact us.
It has always been our goal to provide our customers with the most innovative and reliable pool cover products available on the market. We were pleased several years ago to release a rope into the market that was significantly stronger in many ways than the industry standard. This rope is being used on tens of thousands of pools around the world without any issues. However, we are constantly identifying new ways to improve our rope as well as the other components of our systems and will continue to bring to market new and innovative product enhancements.
We believe in and stand behind our products. If you have encountered a problem or frustration, we encourage you to voice your concerns by contacting me directly, John Bacon, VP of Sales, or one of our customer service representatives at 1-800-617-7283.