Wow. I just had the most amazing phone call with Bruce, the owner of the company. Not in a good way.
I was following up on an engine cover that I ordered in February. It took weeks for them to get back to me about the order, then when the cover was delivered, it didn't fit. That's after they measured the airplane for it.
I then followed up with them, trying to get them to measure it this week; the plane is going out of town next week for maintenance, then for a long trip after that. I called twice that week, and go a "we're working on it" from them. So I asked to talk to Bruce directly.
Instead of helping me work out how to get it done promptly, maybe having me remeasure and take the cover down to them. I was heaped with abuse from Bruce and hung up on. Apparently he was furious with me because he went to Hollister to measure another plane (their wing covers didn't fit, and I had waited years to get them fixed), and it wasn't there. It was out of town for it's annual. He never told me when he was coming over to check it. If he had told me his plans, I would have saved him a trip.
Anyway, I have bought covers for my Lancair legacy, two sets of covers for my L39, and now a cover for my seaplane. I wasn't rude to anyone at any point, just being insistent on making progress so I wouldn't have another multi-month delay.
It was surreal. If I had been rude to them, I might understand, but it was totally uncalled for. I couldn't even get the details on how he wanted me to return the cover (he canceled my order instead of fixing the cover) because he hung up on me twice. I'm a senior director at a high tech company, so I know how behave around people.
All I can say is caveat emptor. Despite being a regular customer for over 10 years, and buying multiple covers for multiple airplanes, and not doing anything to precipitate it, I was fair game for some extreme and very personal abuse.
Ignoring the anger management issues (I pity Bruce's employees!), I've still had pretty mixed results with the company overall. The covers have been great quality, but I've had multiple issues with slow service and delivery, and fit problems.
Obviously, I'll be looking for an alternative cover company. If you decide to use them, hopefully you'll have a better experience than I did!
-Tom read more