Complaints

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• Initial Complaint

  Date:07/18/2022

  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.

  Sometime in May 2022 my wife thought an awning would be nice over our deck. We had a couple of salesmen stop and showed us some awning samples. My wife put a $1,000 down on one. The salesperson said it would take about a month. It came, they installed it, but the weather was kind of windy, so they did not get it fully adjusted and said they would come back in a couple of days. That night the material came loose and banged against the roof all night long. We called the company and told them we did not want the awning if it could not handle a wind like that. What would happen in Dec. Jan. March when it really gets windy? All we want is our $1,000 returned and the rest of the mountings removed.

  

  Business Response

  Date: 07/29/2022

  The homeowner purchased an awning from us. We clearly state that they should not be used or left unattended or projected in high winds or storms. This is also stated in the homeowners manual that was left with him. The homeowner made the decision to put the awning out and leave it out in extremely windy conditions. He told two of us that the awning wasn't even out but when pressed on that, knowing very well you have to activate the awning with a remote control to send it out, he then admitted to having it out. We know there were storms in that area after it was installed which could have been the cause of this damage if it was left out. We recommended at time of sale and also at installation to the homeowner that he should consider having a motion/wind sensor added to the awning to help protect it in case of a scenario when windy conditions are occurring. This sensor will sense up and down motion and send the awning in, which he declined to have added to the awning twice.  It is not a guaranteed protection in a storm but definitely provides some extra security. The bottom line is he purchased the awning, we installed it correctly, and he made the decision to put it out in a storm or high winds. I recommended he contact his insurance company for that would fall under the property insurance coverage, so he could get the parts that were damaged replaced. This is no different than going and purchasing a new car and neglecting to put it in park, happens to roll down the driveway, and gets hit by a truck. The dealer that sold you the car isn't going to give you your money back for they are not responsible for owner error/neglect and neither is our company. This is certainly an unfortunate situation due to it happening so shortly after installation but the timing of this certainly doesn't place the burden on our company. Similar to most home exterior products there is no warranty against acts of God, however, that is what we have homeowner/property insurance for.

  Customer Answer

  Date: 08/03/2022

   I am rejecting this response because: I never heard of a wind senser, why would you need it if the awning is so well built? I would suggest having the wind senser built into the base price, because the wind was not unusually that strong that day.  It is sad when a business cannot stand behind their product. How can we say good things about their Awnings with these kinds of problems?  We are not asking much, why is this business putting up such a fuss? Just give us our $1,000 back and come get your brackets from our roof or give some type of solution.
  
  
  

  

  Business Response

  Date: 08/03/2022

  My prior response was 100% factual and will be the only one we will make in regard to this complaint.