Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/22/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patio roof installation on May *****, 2023. Contracted price of $5,235.00. Incorrect materials used, mis-matched materials used, installation errors, failure to correct issues.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because the excessive water damages and the poor workmanship by Canopy Concepts. They installed my new patio cover 1 inch below my vent. My cover was installed on 8-26-21. We had not had any heavy rain until 11-1-22. When it rained from 11-1-22 until 1-30-23 the rain bounced off the patio, entered through the vent and leaked into my home, creating major damage. I contacted the sales rep *************************** to complain about the water damage. He came to my home and immediately said the damage was because of the hairline cracks to the stucco. i repaired the cracks. However, we had heavy rain from 11-1-22 until 1-30-23. Therefore, I had more water damage, The rain hit my canopy, bounced into my one of two vents. I called my contractor to meet with us to determine the cause of the leaks. When *** ******* arrived he said he will install some flashings with some sealant. When he installed the flashing, he covered my vent. In his mind this his way of repaired my leaks.My complaints are the fact that they installed my patio less then one inch from one of my two vents. Then after the rain, they installed flashing and sealant and covered my one of two vents. The existing flashing is less than 3 inches from my second vent. I am concerned that the rain will bounce off the patio and leak into my second vent and create more damage. I am not confident that the sealant is good quality as well. I may have to hire my contractor to remove my patio cover, to uncover my one vent, to eliminate mold/mildew and install a new canopy,Please call me at your earliest convenience at ************.Thank you,***************************

  Business Response

  Date: 11/15/2023

  We were hired by *********************** to design and install a patio cover. We helped her with everything from HOA approval to the city permit. The patio cover was quickly installed, looked beautiful and was signed off by both her HOA and by the city inspector.

  
  In late 22 and early 23 ******************* experienced some of the heaviest extended rains in a long time. We were contacted by *********** on 1/5/23 regarding leaking under the patio cover and in her house. She sent us photos of the leaking, and from the advice of her contractor she said the water was entering her home from our connection at the house wall and entering into the framing. Note that this attachment was properly installed and is approved per the International Building Code (IBC) engineering that was submitted for the permit. I explained to ************ that in all of my years as a contractor we have never had water leak into a home through this connection, in fact we apply a silicon sealant in the predrilled hole for extra precaution, even though it is not required.

  
  The day after she contacted us, we came out to her home as to try and figure out where the water was coming in from as we were confident it wasnt through the wall attachment. When we were there, we noticed large cracks on her stucco wall above the patio cover that looked to be where a window once was. We also saw that her second story windows above the patio cover were aluminum and on the older side and could also be the cause of the water intrusion. Despite what we observed, ************ requested we re-seal above the patio cover at the wall.

  
  For the next week and a half there was continuous rain so we werent able to re-seal as sealant cannot be applied in wet conditions. As soon as it was dry, we went back to her home and applied more sealant even though there was an ample amount of sealant already.
  After this, the heavy rains continued and there was more water intrusion. ************ contacted her HOA and they came out and stucco patched the cracks, but again water was entering her home. She and her contractor decided to open up her interior drywall under where the water was coming in, thinking it would be clear that the water was coming in at our patio cover attachment points. We went out to the home as well to perform a water test with her and her contractor present. A water test is simply drenching the patio cover roof with a water hose as to see where water is intruding.

  
  What we discovered was that the water in fact was not coming in at our connection points but the heavy rains were bouncing off of the patio cover and going in through an air vent. Although this was not good, we were happy to find the culprit.
  We decided the best solution was to install metal flashing and an outdoor silicon sealant that is standard for exterior roof type applications to keep water from bouncing in again.
  One thing to note is that the first inspection we had signed off from the city inspector was for a track inspection. This is when we attached our hanging channel to the house wall with lag screws. The inspector could clearly see the proximity of the vent and signed it off. We always as a rule of thumb keep a one to two inch space between air vents and our patio covers and have never had an issue.

  
  We have not heard from ************ since the day we did the flashing and sealant.

  
  We take all matters like this seriously and like we did in the past, we can work on a solution. We believe the idea to have her handyman remove the patio cover is not a good one as the patio cover is in perfect condition and the vent is easily accessible from above the patio cover.

  
  I really wish ************ had contacted us about this before her complaint to you at the BBB. We have had a perfect record and would like to keep it that way if at all possible.

  
  BBB, thank you for mediating between us and ************. Would you suggest I contact ************ to schedule to come out ASAP to see if we can do something about the second vent that she is referring to?

  
  Thank You,
  ***********************
  President
  Canopy Concepts, Inc.
  **************