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:12/12/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  Rebuttal to Als Awning response to ******* ****, BBB complaint #********
  December 16, 2024 
  
  ******* ****, complainant, did not purchase the property for her son. She and he (along with ****** *****) purchased the property together. Either way, it is irrelevant to the complaint.
  The year of purchase was 2021, not 2022. Inaccurate.  But the issues did not magically commence in 2021 or 2022, when we first approached Als to fabricate new awnings why would we have done that if the awnings were in good shape? The point is they were not. If the previous owners did not care enough to replace them, that was their business. We chose to do so, the old awning admittedly dated back to 1995. So we trusted Als to  fabricate new awnings in spring, 2022.

  We did not remove the awnings in fall, 2022 our decision. But we were not advised that there apparently is risk to this plan. If we had been informed, and we were new at this, then we could have weighed the facts, and made an informed decision. We rolled the awning back ourselves.

  The photograph from November, 2022 does show a collapsed framework, a mere 5 or so months after installation of brand new awnings. This also precedes any issues regarding winter take down. Hardware failure. There is a minimal accumulation of snow on the ground, and none on the awning. On November 22, ****** ****** emailed it looks like a faulty piece of hardware. We will be out tomorrow to get the hardware fixed for you. In a subsequent email, ****** stated It was a faulty elbow on the hardware.

  On June 28, 2023, ******* noted numerous tiny holes throughout the fabric From that date forward, numerous phone calls passed between ******* and the business staff. Unreturned calls etc. Finally, staff member ***** ******** met ******* at the site on 7/18/23. In a follow-up email to ******* on 7/19/23, ***** stated: This email is to inform you that Als Awning Shop will perform all necessary repairs on the (2) front porch awnings at no  charge. This includes the removal and reinstallation of the awnings and replacement of the pulleys. During their meeting, ***** had blamed brick construction and the pulleys.

  The fact is the awnings that were reinstalled by Als, in May, 2024 WERE NOT fully repaired, and continued to have countless pin-point holes throughout. Evidence of attempted coverage of some with a black (sticky?) tape was noted, but areas of the tape were evidently peeling away. The awning AGAIN collapsed on 5/22/24, just days (?) after reinstallation. 

  In September 2024 Als Awning quoted ******* **** to take down the awnings No. On 9/23/24, ******* phoned ********, and was told by ***** that she was at a meeting. What a surprise! ******* left a detailed message regarding previous communications. At the end of the conversation, ***** asked Do you want winter storage? ******* replied, Maybe, have ******** call me. On 9/26/24, ******** texted   *******, The holes in the awning can be patched. The cost to take down the awning, store for winter and then reinstall in the spring will be $250 dividedIf you want us to servicecontact ****** or ***** to arrange the scheduling.

  This is admission that the awnings STILL had holes (despite promises to rectify).  And yes, her text did quote continued winter maintenance services and costs. But what was the plan to repair the holes? There was no returned phone call. What a surprise!

  A mere two + weeks later (10/14/24), ******** severed the merchant/customer relationship, including its obligations, with *******, with none of these issues resolved. The fate of these awnings over the upcoming winter is anyones guess. 
  

  Over this unpleasant two years of our business relationship, Als Awning and its staff have blamed rotten wood (?), brick construction, hail, faulty fabric, operational stress on the material, awning operation, hardware failure, and snow. This is for brand new awnings, installed with Als hardware and expertise (?), and warranted for 5 years.  
  

  The BBB reply from owner ******** Quadris Als Awning business, complaint ID #********, is an inadequate, and unacceptable response to the 2 years of unfulfilled obligations, unfulfilled promises, and even unreliable communications from this owner. Then the ultimate solution from her? Drop the customer. 
  

  I am requesting either a full refund for this product or a full repair and replacement.
  

   

  Regards,
  
  ******* ****

  Business Response

  Date: 12/13/2024

  In response to ******* ****, the residence at ************ has had awnings installed since 1995 for the original owner. It wasn't until ******* **** purchased the home for her son in 2022 that any issues with the awnings arose. Since then, we have provided multiple repairs and services to the awnings, which were made new in 2022 for ******* ****. I have attached the original 1995 contract from ******** and a photo from March 2022 showing the awnings at the time of installation. ******* **** did not remove the awnings for the winter, and in November 2022, they were damaged by snow, as shown in the attached photo from that time. In September 2024 Al's Awning quoted ******* **** to take down the awnings for winter, store them and then reinstall. From 1995 - 2022, 27 years we had no issues with the awnings at ************. We do not believe that any of the continued damages are at fault of awning installation, fabric or workmanship of Al's Awning Shop. Therefore after over two years of attempting to assist with the awning repairs, on October ******* Al's Awning Shop determined it was in the best interest to discontinue providing service for ******* ****.
  

  Business Response

  Date: 12/18/2024

  ******* **** made a 50% deposit in December 2021 for new fabric to be installed on the existing awning frames at ************. The new fabric was installed in April 2022, using the original frames and hardware. Its important to note that only the fabric was replaced, while the frames and hardware remained the same. These frames and hardware had been in place for over 20 years without any issues.
  

  A year after the installation, the customer contacted us with concerns about holes in the fabric. The customer admits that the *********************** were left up against the house throughout the winter months. While the cause of the holes could be due to various factors over the winter, we will not speculate further at this time.
  

  Since the awnings are made of fabric, they are not designed to withstand harsh winter conditions.
  

  We completed the necessary repairs at no cost to the customer. However, Als ********************** Shop does not acknowledge responsibility for the holes. We simply note that the holes the customer is referring to can be repaired.
  

  Furthermore, we do not have a signed contract or formal obligation with the customer.
  As a result, Als ********************** Shop has terminated the customer relationship with ******* **** concerning the property at ************, and we will not be issuing any refunds.

  Customer Answer

  Date: 01/10/2025

  2nd Rebuttal to Als Awning 12/19/24 response to ******* ****, BBB 
  Complaint #********
  January 6, 2025
  
  In filing this BBB Complaint, complainant ******* **** presented (dated (12/12/24) ********************************************************************** good faith regarding this customer, and the product and services she purchased in good faith. 
  When the business replied (12/13/24), complainant rebutted (12/16/24) with a 2nd detailed list of attempts on her part to rectify this situation to everyones satisfaction. This rebuttal was an exhaustive list of nine events, communications, and promises from the business over the 2+ years of interaction. Neither of the businesss responses addresses these assertions completely, honestly, or respectfully. 
  Complainant received but did not respond timely to the 12/19/24 reply from the business. She rejects the response, and is requesting that the complaint be reopened. By way of explanation, she has been undergoing a medical issue, and was hospitalized at one point. 
  To this end, she contacted the BBB agent managing her compliant- ********* ****. Ms **** advised complainant to forward her email response to the BBB requesting a re-opening, and include what was not addressed in the businesss 12/19/24 response. Please consider this to be that request.
  
  To address the shortcomings of the 12/19/24 Message from the Business, following are the five brief paragraphs of the response. These points must be taken in the context of the original complaint and the rebuttal, both of which detail a litany of bad faith business interactions with complainant. 
  
  P. 1 Highlighting the 20+ years age of the hardware ignores the obvious issues age may NOT be a factor that should be bragged about, and this hardware collapsed twice in the next 1 years. An argument can and has been made that this is not a defense. 
  
  P. 2 The awnings were left in place the first winter, rolled up by complainant, as the business explained was an options. At no point did they caution us that there was a danger to this plan, and we were inexperienced. Since, they have used the brick construction as a potential risk that was never discussed. 
  The cause of the holes various factors (open admission) we will not speculate further at this time. How convenient, now. Not to mention that they DID speculate consistently over the two years. Blame was placed on pulleys, a material issue (manufacturer), hail damage, rotten wood, operational stress, snow (which is NOT severe weather, see Warranty), etc. 
  
  P. 3 harsh winter conditions The original collapse was NOT following harsh winter conditions, but rather an early Erie snowfall. The 2nd collapse had nothing to do with severe weather (5/24), but rather it followed after the business had stored the awnings all winter and supposedly repaired the holes.
  
  P. 4 Their representative DID admit that the holes would be repaired (see 7/18/23, ***** quote and promise, and repeated promises from owner *******) with no qualifications regarding the source of the problem, however problematic that issue is. 
  In fact they were NOT adequately repaired over that winter, and before re-install in May, 2024. 
  
  P. 5no signed contract or obligation with the customer What is the significance of a fully paid Invoice? What is the significance of a formal Warranty, accepted by complainant as proof of the products quality and the businesss good faith backing of that product?
  What is the significance of the quoted costs of takedown/winter storage/reinstall as given by owner ****** to complainant 9/26/24)? This - a mere 3 weeks before dropping complainant as a customer. 
  
  Again, please reopen this complaint and proceed. The requested remedy is refund or product replacement and installation.
  
  ******* M. ****
  

  
  

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  2nd Rebuttal to Als Awning 12/19/24 response to ******* ****, BBB 
  Complaint #********
  January 6, 2025
  
  In filing this BBB Complaint, complainant ******* **** presented (dated (12/12/24) ********************************************************************** good faith regarding this customer, and the product and services she purchased in good faith. 
  When the business replied (12/13/24), complainant rebutted (12/16/24) with a 2nd detailed list of attempts on her part to rectify this situation to everyones satisfaction. This rebuttal was an exhaustive list of nine events, communications, and promises from the business over the 2+ years of interaction. Neither of the businesss responses addresses these assertions completely, honestly, or respectfully. 
  Complainant received but did not respond timely to the 12/19/24 reply from the business. She rejects the response, and is requesting that the complaint be reopened. By way of explanation, she has been undergoing a medical issue, and was hospitalized at one point. 
  To this end, she contacted the BBB agent managing her compliant- advised complainant to forward her email response to the BBB requesting a re-opening, and include what was not addressed in the businesss 12/19/24 response. Please consider this to be that request.
  
  To address the shortcomings of the 12/19/24 Message from the Business, following are the five brief paragraphs of the response. These points must be taken in the context of the original complaint and the rebuttal, both of which detail a litany of bad faith business interactions with complainant. 
  
  P. 1 Highlighting the 20+ years age of the hardware ignores the obvious issues age may NOT be a factor that should be bragged about, and this hardware collapsed twice in the next 1 years. An argument can and has been made that this is not a defense. 
  
  P. 2 The awnings were left in place the first winter, rolled up by complainant, as the business explained was an options. At no point did they caution us that there was a danger to this plan, and we were inexperienced. Since, they have used the brick construction as a potential risk that was never discussed. 
  The cause of the holes various factors (open admission) we will not speculate further at this time. How convenient, now. Not to mention that they DID speculate consistently over the two years. Blame was placed on pulleys, a material issue (manufacturer), hail damage, rotten wood, operational stress, snow (which is NOT severe weather, see Warranty), etc. 
  
  P. 3 harsh winter conditions The original collapse was NOT following harsh winter conditions, but rather an early Erie snowfall. The 2nd collapse had nothing to do with severe weather (5/24), but rather it followed after the business had stored the awnings all winter and supposedly repaired the holes.
  
  P. 4 Their representative DID admit that the holes would be repaired (see 7/18/23, ***** quote and promise, and repeated promises from owner *******) with no qualifications regarding the source of the problem, however problematic that issue is. 
  In fact they were NOT adequately repaired over that winter, and before re-install in May, 2024. 
  
  P. 5no signed contract or obligation with the customer What is the significance of a fully paid Invoice? What is the significance of a formal Warranty, accepted by complainant as proof of the products quality and the businesss good faith backing of that product?
  What is the significance of the quoted costs of takedown/winter storage/reinstall as given by owner ****** to complainant 9/26/24)? This - a mere 3 weeks before dropping complainant as a customer. 
  
  Again, please reopen this complaint and proceed. The requested remedy is refund or product replacement and installation.
  
  ******* M. ****
  

  
  

   

   

   

  
  
  

  Business Response

  Date: 01/13/2025

  *******, 

  Please accept this as our final response.

  P1 -  I bring up the age of the hardware due to the fact the hardware was in complete functional working order until the house was purchased by you as a rental property. When we installed the new fabric awnings and installed them on the house in spring of 2022 the hardware was complete and functional. 

  P2 - Leaving the awnings up on the house: We have multiple customers that choose to leave the *********************** up on the house during the ******* months. The difference is that they are the property owner and they are able to watch and care for the awnings over the winter. Al's Awning Shop is not responsible for awnings that are left up on the home over the winter. The blame was not on manufacturing, but on abusive wear and tear of pulling up the awnings and not pulling them up securely for the winter months. As a rental property, the tenant relies on the landlord to take care of such things. 

  P3 - "An early winter snowfall"  is harsh winter conditions. Therefore the warranty is null and void.

  P4 - We did repair the awnings at no cost. They were in complete repair at installation May 2024. I have attached some photos of the damage to the awnings. This is not from "manufacturing"  these obvious abrasive tears to the fabric. I have also attached the completed installation May 2024 after Al's Awning Shop repaired them at no cost. 

  P5 - Yes, you paid for the new fabric awning purchase. But we do not have a service contract in place with 3101 Elmwood. 

  After I as the business owner had time to reflect on continuing the business relationship with the complainant. As a business we have the right to deny service. 

  Sincerely, 

  ******* ***********, owner

   

   

  Customer Answer

  Date: 01/18/2025

  Jan. 18,2025

  I have already submitted attachments which show the failure of Al's to repaire the awnings during storage, winter of 2023 - 2024. The pictures show unrepaired holes and hardware collapse within roughly one month of re-installation in May,, 2024. So no matter what Al's owner claims - see especially her respomse - Parafraph 4 - 

  RE the response to Paragraph 5 - ON 9/23/24 I DID INDICATE MY INTEREST IN A WINTER REMOVAL AND STORAGE IN A PHONE CONVERSATION WITH STAFF BELLA. ******** REPLIED ON 9/26 IN A TEXT WITH A QUOTE FOR REMOVAL AND STORAGE, AND INSTRUCTIONS TO CONTACT ****** OF BELLA TO SCHEDULE. YET WITHIN 2+ WEEKS, I WAS DROPPED AS A CUSTOMER, WITH NO COMPENSATION FOR AL'S FAILURES, AND NO ARRANGEMENTS FOR THE WINTER REMOVAL AND STORAGE OF MY AWNINGS. THIS REMOVAL HAS BEEN EMINENTLY TOUTED BY OWNER *******. YET SHE LEFT ME HIGH AND DRY AS WINTER APPROACHED. NO! THIS IS NOT RIGHT!

  I am requestiing a full refund from this business.

  ******* M. ****

  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:02/15/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  In speaking to the rest of my family, I am rejecting for these reasons: 
  

  *Jamie at Al's told me that it would not work to fill in holes as there were too many of them. Should they do it now, we feel they would not do is to satisfaction i.e., filling holes in concrete, vinyl railing and vinyl siding then painting to correct the color. They have been unwilling to come and look at or fix the other errors so why would they do a good job here. *This proposal is a "win, win" for them and a "lose, lose” for us in that they keep the $1700.00 and also take the curtains, leaving us with nothing. 
  *I began complaints last October, 2023, with no willingness from them to even come and meet with us to resolve the issues, thus the curtains were up all winter. 
  *Any photos they show, do NOT look like mine with all the gaps. I specifically asked for windows on all three sides so it was not with "no charge" to me. 
  *As far as "cleats", I have no knowledge of that and they did not show me how to use the curtains as I was told I did not have to be there during installation. 
  *My family and I do not want to deal with another further "disagreements" with them. 
  *We will deal with filling gaps each winter and learning how to work the curtains ourselves. *Since this proposal is all "one sided" in their favor, I am proposing this: 
  1) Al's can keep my $1700.00 
  2) We will leave the curtains as they are 
  

  
  

  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 04/04/2024

  Our response:********* ***************** *******

  
  September 21, 2023: ***** ******* received an estimate for curtains on her front porch, with photos of similar curtain jobs that we have completed that would be similar to her custom installation.
  September 21, 2023: ***** responded with some questions 
  September 21, 2023: Jamie from Al's Awning Shop answered questions via a phone call and then an additional question about an additional window in the front curtain, Al's would add at no charge
  September 27, 2023: ***** put a deposit down via a call with Jamie providing her credit card number over the phone
  October 19, 2023:  Al's installed New curtains
  October 19, 2023: ***** informed us that the color was incorrect
   *** note - at the time of the deposit ***** chose Barque Brown, a few days later ***** had called Jamie and changed the color to a light tan, unfortunately this change in color did not related to our production, our mistake***
  October 20, 2023: Al's acknowledges the mistake in color and offers ***** a discount of $250.00 if she would accept the brown curtains
  October 21, 2023: ***** complains of errors: such as gaps on the bottom and sides, she also states that she was not instructed on how to rollup the curtains but she was informed at the time of installation because the installers had to ask her where she wanted her cleat to tie off the rope and they informed her she only needed to pull on the ropes and tie off the rope to the cleat to roll them up; the curtains installed at ***** *******'s are identical to the original photos that were sent in her estimate. It is also at this time that ***** admits she made a mistake and should have asked more questions. 
  ***** proposed a spring change to the curtains but wanted to discuss it with her son.
  November 7, 2023: Al's is waiting for a response from *****, so a reminder email went out for final payment
  November 7, 2023: ***** responds and states Jamie has been awesome but she just doesn't really like the curtains and wants us to take them back.
  ** we are thinking we custom made these curtains ***** and they look fantastic on her home, we would like her to keep them but want to come to some sort of agreement
  ***** says that the cost is not justified, she knew the cost when she put her deposit down.  We are unsure what exactly this means.
  November 8, 2023: Jamie and son discuss a few options, son was to discuss with ***** and let us know what to do
  November 21, 2023: Al's sent a message wondering if a decision was made between ***** and her son
  NO RESPONSE from *****
  February 9, 2024: Al's sent a request for final payment
  NO RESPONSE from *****
  February 13, 2024: Als' sent an insisting on final payment message
  February 13, 2024: ***** states she can not justify payment, at this time ***** had used the curtains all winter
  February 15, 2024: Jamie requested to let us know what the decision with her and her son was
  February 15, 2024: ***** said to come and get them and fill the holes
  Unfortunately at this time, February 15th, 2024 we have been completely short staffed and have not had time or crew available to make this a priority to pick up the curtains that are 40 minutes drive away. As well as working in the winter weather obligations. 
  We have our spring staff available now and can pick up the curtains and fill the holes. We would like ***** ******* to understand that these curtains are custom made for her home and  if we pick them up because she does not like them we will not be refunded her deposit. 
  I have attached example winter curtains photos that were sent to ***** along with her original quote and ***** ******* finished project photos. 
  I look forward to your response. It is our mission to provide quality fabric solutions to our customers. We would hope to come to a resolution with ***** *******. 

  Business Response

  Date: 04/05/2024

  We accept that ***** will keep the curtains. The final product that ***** ******* received is identical to the example photos of winter curtains that were attached to her original estimate. If you look at the finished product on ***** *******'s home and the example winter curtains they are almost identical. They have gaps on the side and gaps on the bottom. We gave her a product that she agreed to have us custom design for her. There are no errors in the final product. The errors that ***** ******* refers to are only things that she realized after the curtains went up. The only error that we acknowledge is the color of the fabric and we offered a discount immediately. Unfortunately, ***** ******* did not review the estimate and the photos completely prior to her placing the order. We feel that the final product is a quality product and we are proud of the completed project.