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:05/07/2024

  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.

  i purchased a new awning for my backyard 11/16/2020. it is 3 1/2 years later and totally falling apart. the last awning i had lasted 10 years. this should NOT be happening after 3 1/2 years. the material is shoddy and substandard.i want compensation to hire a company more reputable with a product that will last more than 3 1/2 years!and i want the consumer to be warned of this scammer company. i don''t want any others to be frustrated and upset over a situation like this.

  

  Business Response

  Date: 05/08/2024

  Customer *********************** purchased a new awning cover from us on November 16, 2020. The awning cover comes with a five-year limited warranty on the fabric. The warranty is pro-rated labor is not included. Nowhere in the contract does it say that if warranty occurs, you'll get a free awning cover. Her awning cover is approximately 3 1/2 years old, so she has a remaining warranty of one and a half years on the fabric. We pro-rated the amount and provided her with an additional discount giving her a credit towards a new awning.  We are abiding by our contract that ***************** signed. **************** doesn't understand the warranty and feels that we should replace the cover for free.  I tried explaining it to her numerous times using many examples. She doesn't understand that the prices have gone up over 4 years and that the cost to replace her awning today is higher than it was 4 years ago.  We want to honor her remaining warranty and are waiting to hear back from her. 

  Regards,

  *******************; Manager

  Customer Answer

  Date: 05/08/2024

  my contract has written 10 year warranty fabric and workmanship.  what then does this mean?    nowhere does it say 5 years.  IT IS WRITTEN BY **** THAT THERE IS A TEN YEAR WARRANTY.

  Customer Answer

  Date: 05/08/2024

  Date Sent: 5/8/2024 3:23:31 PM
  my contract has written 10 year warranty fabric and workmanship.  what then does this mean?    nowhere does it say 5 years.  IT IS WRITTEN BY **** THAT THERE IS A TEN YEAR WARRANTY.

  

  Business Response

  Date: 05/09/2024

  We have explained to our customer As stated in our contract, we offer a 10-year fabric workmanship warranty. The materials used to put the fabric together to make an awning cover include Sewing Thread, lace rope, track, and grommets. The Customer failure to maintain and clean the awning regularly could result in fabric not meeting its intended life expectancy *********** recommends cleaning every three months as stated in our contract.

   

  Customer Answer

  Date: 05/09/2024

  this is shoddy material pure and simple.  i just don't want anyone else to be a victim like i was.  i had an awning prior to this that lasted 10 years.  obviously, these people do not take responsibility.  so there is little to do other than, i hope, to alert others so they, too, are not scammed.  $1800 for 3 1/2 years is unacceptable to me.  i hope they can sleep at night knowing they bilk people.  my feeling is:  what goes around, comes around...and i do wish them ill will.

  Customer Answer

  Date: 05/09/2024

  i've also read their contract and i can't find where it says anything about maintenance.   i will now contact florida homeowners construction recovery fund and am waiting on a call from media sources

  Customer Answer

  Date: 05/10/2024

  
  i've also read their contract and i can't find where it says anything about maintenance.   i will now contact florida homeowners construction recovery fund and am waiting on a call from media sources

• Initial Complaint

  Date:11/24/2023

  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.

  Transaction date: 7/3/2020 Amount: $8,389 Awning disintegrated after 3 years. A to X awning refuses to honor the 10 year warranty claiming the company that provides the fabric went out of business.We contracted A to Z Awnings to replace the old awning we had in our patio. The contract stipulated a 10 year warranty on the fabric and workmanship. 3 years later the awning began to leak, then rip and not is destroyed. Gone in most places. We called the sales woman **** and she gave us the run around for weeks. On Sep 1st she asked for our invoice, which I sent and the owner replied stating they could replace the awning for $8,809 minus $800 for the warranty! We would have to pay out of pocket $8,009. The owner said the company that provided the fabric had gone out of business. First of all, we don't trust this company any longer to do any job and they should honor the warranty the contract sptipulates

  Customer Answer

  Date: 11/28/2023

  Hello,

   

  Thank you for your email and for contacting the business on our behalf. I just wanted to say that in my initial text I realized there was a mistake by the autorrector. I meant to write the awning is mostly destroyed. In any event, the damage is evident by the pictures I attached but I wanted to clarify. I was appalled when I saw my mistake. I sincerely hope that mistake won't be used by this dishonest business against us. 

  Thank you,

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

  

  Business Response

  Date: 11/29/2023

  The customer did contact our office regarding a warranty.  At that time we explained to the customer

  and her attorney that the contract she signed has a 10-year warranty on fabric which is pro-rated  if warranty occurs labor is not included.  At that time we offered her a larger discount on the labor

  towards a new awning. The cost would be **** to make a new cover. We have done everything we can to try and satisfy this customer. We never heard back from her or her attorney since that offer.

  Regards,

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

   

   

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20912225
  
  I am rejecting this response because: The statement of the owner of A to Z is incorrect. The discount they offered in writing (submitted with the original complaint) is for $800 and we would have to pay them $8,809! 3 years ago we paid $8,389. The prorated warranty according to real mathematic calculations is $5,872 and we would still be loosing a lot of money since the cost to replace the awning will be much higher than 3 years ago considering the unprecedented inflation we've experienced since 2020. The awning is completely destroyed. We believe is completely unfair that they are offering a $800 discount after much back and forth. This issue has been going on for over 3 months and they are giving us the run around. We don't trust this business to do further work at all, since they are dishonest and not trustworthy. Even in their response they are not being truthful as we've tried to resolve the issue but they want to give us back peanuts. they simply refuse to honor the 10 year warranty as per the contract. Kindly review the paper work I submitted for written proof. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/01/2023

  We are 100% percent willing And able to fulfill our contract that the customer signed we have a mini occasions advise the customer to read the contract. We also offered her additional labor discounts to help her with the cost of a new awning from us Would be $6800.00 I hope this additional discount will help This was our offer to Help the customer.
  

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20912225
  
  I am rejecting this response because the contract included a 10 year warranty and the awning is destroyed after just 3 years. The replacement should be at no charge to us just like any other business does. A few years ago we had a bed that we bought from city furniture and the bed failed while still under warranty. City furniture sent us a brand new bed at NO CHARGE to us! That's the expectation here given the 10 year warranty on material and labor.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/22/2023

    I have explained to this customer numerous times that i can only follow what our contract states.  We have honored

  our warranty/contract.  Not only did I give her the warranty remaining under contract I gave her and additional discount. 

  There is nothing more i can do.     

  Thank You, 

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

   

• Initial Complaint

  Date:08/01/2023

  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.

  Warning do not use this company or expect to be ripped off. We have contracted this company to replace our vinyl awnings with ******* grade material. The very best they had to offer. The replacement cost was over $8000. It took them several months and many excuses. Finally they came out to do the installation and it turns out they measured the vinyl incorrectly which is too small as you will notice with the attached photos I have made many attempts to have them resolve this and ***** answer is it meets industry standards well, we are not talking about the quality of the materials we are talking about inaccurate measurements and making it right they have refused to make the corrections. We are in the process to fe a lawsuit due to their incompetence As you can see it with the photos the measurements are not accurate thus is short in areas and stretched out in others Az awnings should have removed the existing ***** to use as templates. Like they said they do that never happened Stay away i should have reviewed there reviews prior to making this wrong decision **** this message is for you a lawsuit will be filed in Broward county court shortly due to your incompetence I suggest you find a great lawyer I will get my money back and find a reputable company to do the job correctly more to come once suit is filed *********************

  

  Business Response

  Date: 08/02/2023

  I chased this customer for over a week trying to get paid. The only communication he will accept is email or text.  He refuses to talk on the phone or meet in person.  I have told this customer several times that we copied

  his old awning covers. We went back to make adjustments to try and please him.  The bottom line is, he refused to pay the balance. He left us no choice but to lien his property.  We will see this customer in court.

   

   

   

   

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20408740
  
  I am rejecting this response because:

   

  their allegations are absolutely false I have numerous emails in correspondence in regards to the shotty work that was done hello

   

  I have informed them on many occasions to make it right, and they refuse
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/03/2023

  This fabric is different than what he originally had.  This is a very heavy vinyl material (Ferrari)

  All awnings will have wrinkles as stated in our contract, we do our best to remove what we can but it 

  takes time rain, sun, rain, sun, this was explained to the customer.  I also have numerous emails and text

  messages since he refused to talk on the phone or meet us at his home. We did go back a few times to try

  and make adjustments to make this customer happy.  He insists they are not made correctly and that we 
  didn't use his old covers as a pattern, we did i have them here. We are wrapping heavy vinyl material. 

  around metal frames, it's impossible not to have some wrinkles which is why its stated in his contract. 

  There is nothing more we can do to try and make this customer happy.  He has received exactly what he contracted.

  us to do. He has a 10-year warranty on the fabric and the workmanship.

  All the work has been completed by our company.   He refuses to pay us the balance of over $4,000.00.

    We have filed a lien on his property.

   

  Customer Answer

  Date: 08/03/2023

   

   

   

  this owner is in accurate has nothing to do with wrinkles. They never removed the original canvases to use as a template to make the correct measurements. They used a tape measure as youll see with the photographs on the ****** reviews you will see the measurements are not correct the photos speak for itself. You will also see where the awning material is short. They have stretched it as far as communication. Ive always been ****** available to speak.

  We will be filing this lawsuit at the beginning of the week, and if ownership has a lien the property fraudulently we will pursue for leaning the property

   

  I am a contractor I know my lien rights

   

   
  Complaint: 20408740
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/03/2023

  I have a dozen photos as you can see the measurements are not accurate. They never removed the original vinyl. I have video camera showing this they simply took measurements manufactured the vinyl return to assemble and realize theyre too small. So now they try to stretch it to make it fit, they will not get paid for this flawed work.