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:04/17/2024

  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.

  We purchased an over the door awning size 42" by 44" from General Awning LLC.in the spring of 2022 and had paid our local licensed contractor to hang it for us, using the included written instructions when he completed enclosing our front porch into a 4 season room by the end of the summer. The awning went thru 2 ******* and it separated, became bent and finally a long strip fell off in a thunderstorm. We called, sent pictures and was informed it was not properly mounted per the instructions. We acknowledged that that was the case after talking to "*****" and we accepted that.We then paid 2 handymen to take it down and found out the top had paint missing and paint chipped. The have not responded to 2 e-mails, one with pictures to our concerns. The product is warranted against paint chipping, cracking, peeling or rust. The warranty is only for manufactured defects and is a 5 year warranty. When I first mentioned the awning falling apart, they advertise a 54 lbs/sq ft snow load "one of the highest in the indusrty" which was one of the reasons I bought it, but told it is not backed up by anything---only defects. How can you advertise that but not back it up?? I told them about the paint defects and only get silence. I would like a $100 refund for the poor paint quality that also advertises that the Paint Finish is "Electrostatically applied and baked on" I appreciate any help you have for this problem.(General Inquiry # ************) I will forward pictures that my dtr. took for me-the same ones I sent to the company. Thank-you!

  Business Response

  Date: 04/26/2024

  We apologize for the inconvenience and problems the customer experienced working with our company. We always aim to provide the best possible customer support for our products. However, after a careful review, it was determined that, unfortunately, the customer's structural issues with the awning stemmed from errors made during installation. In our interactions, we attempted to provide guidance on how to fix the issues.

  This product has been in production for over 50 years, and has generally received very good feedback about its paint quality. However, slight paint issues can occur with a product of this type from the climate, weather events, physical damage, or other reasons, and are considered normal wear and tear, which are not covered by warranties in this industry. 

  Customer Answer

  Date: 05/07/2024

  To ******* and Responding to General Awnings Complaint Resultion:
   
  This awning is only 2 yrs. old approximately and the paint peeling and chipping is specifically stated in your description of your product that "IT WILL NOT PEEL, CHIP, CRACK,OR RUST". There is nothing in writing that I have read, that excluded weather events, normal wear and tear, physical damage or other reasons. Also the paint is electrosttically applied and baked on. Customers have the expectation that is should last 5 yrs. if that is what you are claiming.
  I purposefully bought this due to your "High Snow Load", that I later found out is not guaranteed, and your paint warranty which you also are not backing up.
  How can you advertise this and then have no respondsibility fro your product?
  I paid over $500 and instead of asking for a new one, I admit that it appears to not have been installed, even thought the licensed contractor had the instructions.
  Upon having it taken down, I see the poor paint quality and feel a $100 reimbursement for the paint faiure is reasonable.
   
  I do not accept General Awnings Resolution to this problem as this company denies any liability and does not back up their claims.
   
  Sincerely,
   
  *****************************
  

  
  

  Hi *******, 
   
  I sent my response.
  I am computer challenged and am not able to send the General Awning web site to you.
  The product is AC1000 Pan Type Door Awning
  Approx. 41.5" wide and 42" projection.
  No posts needed. 
  Black exterior and white interior.
   
  The "Terms and Conditions" at the bottom of the page states additional info.
  When I type in "warranty" on their page, there are "no results"
  There are only 19 reviews for 50 years in the buisness!
   
  Thank-you for your time and attention in this matter:-)
   
  Sincerely,
   
  *****************************
  

  
  

  Business Response

  Date: 05/15/2024

  Thank you for your follow-up response. We apologize for any inconvenience and frustration this situation has caused you. We value our customers and strive to provide high-quality products and satisfactory service.

  Regarding the paint issue you mentioned, our warranty specifically covers defects in manufacturing, including paint peeling, chipping, cracking, or rusting. However, it's important to note that the warranty does not cover damage resulting from improper installation, physical damage, or other external factors.

  While we understand that you believe the paint quality to be poor, the installation method used by your contractor significantly impacts the product's longevity and performance. As you acknowledged, the awning was not installed correctly, which likely contributed to the issues you experienced.
  Our product descriptions and warranties are designed to provide a clear understanding of what is covered and what is not. The advertised snow load capacity and paint quality are based on proper installation and typical use conditions. The high snow load rating indicates the product's potential strength when installed correctly, but it does not constitute a separate warranty.

  We appreciate your understanding and cooperation during our previous communications. Given the circumstances and the acknowledgment of improper installation, we are unable to offer a refund for the paint issues. However, we are here to assist you with any further questions or concerns you may have.

  Thank you for your understanding.

  Business Response

  Date: 05/28/2024

  As outlined earlier, the customer's issues were due to improper installation. However, since we aim for all customers to be as happy as possible with their orders, we have offered a 5% discount on her order, which she has accepted on 5/21/24. Emails below:

  ----------------------------------------------------------------------

  ***** * *********
  
  replied
  7 days ago
  
  
  
  To:
  **************************
  Dear Jeffrey M*******,
  
  This has been very stressful.
  Your refund of 5% is not what I expected.
  Your offer will be accepted as I feel this is my only option.
  
  ***** *********
  
  
  ----- Original Message -----
  
  
  From: General Awnings - Support [mailto***************************]
  To: <*******************>
  Sent: Fri, 17 May 2024 19:07:32 +0000
  Subject: Order Issues and BBB Complaint - O C ********
  
  
  Hi *****,
  
  Good day,
  
  After reviewing and evaluating your complaint, we
  determined that your awning issues were due to improper installation.
  Despite this, we'd like to offer a 5% refund on your order due to the
  poor experience, as we aim for all of our customers to have a good
  experience. We hope you'll consider your feedback.
  
  I look forward to hearing back from you.
  
  Regards,
  Jeffrey M*******
  Account Specialist
  GeneralAwnings.com

  Customer Answer

  Date: 06/11/2024

  Final Complaint Response---About General Awning

  Yes we paid to have it installed which ended up to be a faulty installation.

  Yes it lasted 2 yrs (of a 5 yr.warranty) until it fell apart.

  Yes we paid to have it taken down.

  Yes we told the company that the paint job when taken down was chipped, and areas of paint missing.

  Yes we sent pictures to which they did not respond to paint complaint.

  Yes we contacted Better Buisness Bureau who got their attention.

  Yes they told us they do not warrant snow load.

  Yes they told us they do not warrant normal wear and tear on paint.

  Yes they told us they only warrant Manufacturer defects.

  Yes this company offered a 5% refund of $31.22--that we felt we had no other option than to accept.

  Yes this is the only site I could write this as I found no access to write a review on their site.

  Thank-you,

• Initial Complaint

  Date:07/18/2023

  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.

  On August 6th 2019 I purchased a motorized awning from General Awning for $1852.00, it was installed by a professional awning/siding company. In early 2023 I noticed that the white metal hardware that had been powder coated was starting to rust and the powder coating was "flaking off" in large pieces on to my papered deck. Knowing I have a 5 year warranty on this awning I reached out to General Awning, I took photos of the powder coating pieces that had fallen to the ground as well as the rusted bar that is now a huge eyesore. Additionally, the rust is now staining my white trim on my home which now will need to be repainted.I sent an email to the customer service manager named **** and here was his response to me and I quote him."Thank you for the additional information. We understand your concerns, but unfortunately, this type of product is susceptible to rusting, especially in humid climates such as *********."What I find amusing is that this is a shade company selling to customers in the south where all of the climates are considered "humid climates". I reached out to the customer service department at Sun Setter (a competitor) and was told that they would cover that with a replacement at no cost to me but they have never had a powder coating "flaking issue" because of their backing process. My recommendation is that if you live where there are "humid climates" which at this time is 75% of the *** experiencing record heat and humid conditions you might avoid General Awning and buy from Sun Setter.

  Business Response

  Date: 07/20/2023

  We believe the customer's rusting issues may have had to do with insufficient cleaning and maintenance on the awning throughout the years since the awning was purchased from us. Also, this type of product is more susceptible to rusting in very humid climates such as his and such circumstances aren't typically covered under any warranty. Despite this, we have given the customer a full refund due to the overall inconvenience. 
  
  

• Initial Complaint

  Date:06/07/2023

  Type:Delivery 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 ordered a double pitch awning from company. The color was supposed to be brown on top and white under. The reach was wrong and the drop was wrong. Once I paid for the awning the company stated it would take 10 days for shipping. It was shipped 2 days later. From April until today June 7,2023, I could not find no one to put together. I finally found someone to partially put together and that how I know everything was wrong. I paid $1800 total for this awning. If nothing else the color was wrong. I am disheartened because you have to search for no refunds. The awning was flimsy and not worth the money I paid for. I told the guy from support named ****** that I did not want another awning. I want a refund. Please give me some resolution.

  Business Response

  Date: 06/16/2023

  Good afternoon,

  Our customer reached out to us a couple of months after she received her order. We explained her that there is a window time of 30 days to report damaged, missing, and/or wrong parts according to our shipping and return policy listed in our website (Please see the link below) We also mentioned to her, that the awning she purchased is non-returnable however, we would wanted to make things right for her, and help her out to get the panels in the correct color. 

  *********************************************************

  We requested further photos showing the top side of the panels, as the underside is always white, but we couldn't get more photos.

  Please find the email thread attached, and let us know if you need additional information.
  

   

   

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20155676
  
  I am rejecting this response because: They were deceitful to begin with. They purposely sent those bad awnings out early for deception. The material were flimsy and not what I paid for. It should have been a hard aluminum type. Nothing that I can do my money is loss $1800 dollars gone down the drain. That company new full well what they were doing. I have no more trust to do any business with them. If you cannot get me some of my money back then ole well.
  
  Sincerely,
  
  *********************************