Complaints

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• Initial Complaint

  Date:10/15/2022

  Type:Customer Service 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.

  CONTRACTOR WAS ENGAGED TO INSTALL A 16' X 11'8" PLATINUM PLUS PRO XL PERFROMANCE AWNING
  ********* BRAND . THE INSTALLATION COMMENCED AND WAS COMPLETED ON 08/23/2022. A
  FUNCTIONALITY DEFECT WITH THE SOLAR SCREEN WAS DISCOVERED ON THE SAME DAY AFTER INSTALLATION INSTALL AND THE CONTRACTOR WAS
  HAD BEEN COMPLETED. THE CONTRACTOR RE-VISITED THE SITE THE FOLLOWING DAY (08/24/2022) AND REPAIRED
  THE DEFECT. THE AWANING WAS RETRACTED AND EXTENDED A FEW TIMES TO VERIFY IT WORKS AND WAS THEN
  RETRACTED UNTIL THE LATE AFTERNOON ON 08/31/2022, WHEN I ATTEMPTED TO EXTEND THE AWNING VIA REMOTE CONTROL. AS THE AWNING WAS EXTENDING AND REACHING ITS EXTENDED POSITION, I NOTICED THE ENTIRE AWNING
  DETTACH FROM SOFFIT AND FALL ONTO THE DECK AREA WHERE OUR PATIO FURNITURE WAS LOCATED. I TOOK A FEW IMAGES
  OF THE AREA AND EMAILED THE CONTRACTOR AND REQUESTED HIS INSURANCE CARRIER INFO AND POLICY
  NUMBER. BETWEEN THE INCIDENT AND TO DATE, ALL CORRESPONDENCE WAS THROUGH EMAIL ONLY AND
  
  CONTRACTOR FAILED TO VISIT SITE TO INSPECT THE DAMAGE. NUMEROUS REQUESTS WERE MADE TO CONTRACTOR
  TO EITHER PROVIDE INSURANCE INFORMATION OR FILE A CLAIM WITH HIS INSURANCE. CONTRACTOR PROVIDED NO
  CONFIRMATION BESIDES AN EMAIL STATING HE FILED A CLAIM WITH HIS INSURANCE COMPANY. THROUGHOUT THIS TIME 08/31/22 - 09/08/22, CONTRACTOR INSISTS,
  BASED ON THE IMAGES PROVIDED, THAT THE AWNING DETTACHED/COLLAPSED FROM STORM DAMAGE AND THAT
  I SHOULD FILE A CLAIM WITH MY INSURANCE AND ONLY THEN, HE WOULD VISIT THE SITE. CONTRACTORS ADJUSTER
  
  ALSO NOTIFIED ME VIA EMAIL THAT THE CLAIM WAS BEING DENIED AS THE INCIDENT IS NOT COVERED UNDER THEIR POLICY. ON
  09/08/2022 CONTRACTOR, ON BEHALF OF HIS ADJUSTER ALSO STATED THAT THE INSTALLATION WAS COMPLETED
  "TO INDUSTRY STANDARDS" . I NOTIFIED THE CONTRACTOR THAT I WILL BE ENGAGING THE SERVICES OF COUNSEL
  TO PURSUE CLAIM FOR DAMAGES INCURRED TO MY HOME AND PERSONAL PROPERTY. I HAVE ALSO SUBMITTED A DISPUTE WITH MY CREDIT CARD COMPANY FOR BOTH DEPOSIT & FINAL P
  

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 6, 2022/10/19) */
  We are reviewing the concerns and will provide a formal response shortly. In the meantime, we would like to state that the awning was installed to manufacture specifications, please see attached installation instructions. On the day that the customer claims the awning fell there were wind gusts in his area of 23mph, the prior day had a sudden severe storm with wind gusts up to 39mph and 1.6in of rain from 12:53pm-3:53pm, 1in of the rain total was within a 10minute timeframe 2:48-2:56pm. More than likely the awning falling was a result of the extreme weather from one of those weather events. During installation our installers review with all customers that the awning is for sun only and the manual includes instructions on page 16 to not leave awning out in extreme weather and heavy winds. More details will follow with our formal response.