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:01/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 have not used this company since 2021 and havent received any emails from them since the time I canceled their services. Last October I received an email with a contract I made the assumption that it was from my current company and I signed it. 2 days later my current company removed my awnings for storage during the winter. Next I received a bill from Laurel stating that I owed them for a service call. I called and was advised that I had signed a contract with them, I advised that I havent used them since 2021 and why was I sent a contract if I wasnt a customer of theirs. They couldnt provide me with any answer that made sense and kept telling me that I signed a contract. They told me that they stopped to remove the awnings and since they were not there I owed them for a service call. I refused to pay and they keep calling me for payment. This company seems to be contacting old clients with emails hoping they sign I am just glad my current company got here before them . I am asking that Laurel to quit calling me about this fictional bill since they were in my area removing other peoples awnings and didnt do any work at my home

  Business Response

  Date: 01/13/2025

  We would like to clarify the details surrounding the situation. On August 29, 2024, we emailed the service contract to you via AdobeSign at 1:29 PM. Our records indicate that you viewed the contract online at 1:42 PM and signed it at 2:26 PM. After you signed the contract, we sent you a confirmation email outlining the terms at 3:22 PM. The terms clearly state that a service call fee would apply for any scheduled visits, which includes circumstances when a service cannot be performed, such as the absence of the awning. 
  
  On October 21, 2024, our team arrived at your location based on the signed contract we received from you for awning take down. Unfortunately, upon arrival, we discovered that the awning was not present, which meant we were unable to complete the service as expected. According to our agreement, we must invoice for the trip, and that invoice was sent to you following the visit.
  
  It is always our intention to provide clear communication, and we feel that we met these standards throughout our communications with you. It is important to note that there was no cancellation of service prior to the signing of the contract which is why you were still an existing customer in our database.

  We will credit the $201.40 on your account, however, once credited, you will be on our **************** list for the future.

  Thank you.

   

  Customer Answer

  Date: 01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/19/2022

  Type:Billing 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 inherited a contract with Laurel Awning Co for an awning cover on our porch when we purchased our home in 2018. We've had some challenges with the company in the past, like contracts being lost, and delays in putting up our awning. In fall of 2021, we received an estimate for repairs to our awning where we could opt to do the repairs or not. We sent this back opting to not do the repairs, since we noticed just small tears in the center of the awning in the last season. If the awning was no longer serviceable, this was not communicated. Laurel Awning did not put back up our awning in Spring 2022, per our contract. After call the company, they said they did not receive our repair contract back. I informed them then that we opted out of the repairs and would like our awning installed so we could use it. Laurel Awning came out in late April 2022 to install the awning. Upon arrival, the workers told us they did not feel comfortable installing the awning without the repairs being made. The workers left (with the awning). We received a service charge of $180 (the charge for install or take-down) shortly after. We contacted Laurel Awning to inform them we did not feel this charge was fair given the awning was not installed and we were not informed the awning could not be installed in advance. We asked multiple times to speak with a manager and did not receive responses back. As an attempt to seek a resolution, we sent a check in June 2022 for $60 and a letter informing Laurel Awning that we would not pay the full install fee since the awning was not installed. Laurel Awning continues to avoid attempts to speak with their management. We seek to resolve our billing dispute with Laurel Awning.

  Business Response

  Date: 07/27/2022

  Mr. and Mrs. ******* did inherit one of our awnings that was initially installed in 2011 and was serviced yearly for previous homeowner. Our service contract is done annually and we do not require our awnings to only be serviced by our company. Please note that our contract outlines that we do repair inspections on the awnings as they are brought back to our shop and before being stored away for the winter. I have attached three years of contracts for you review. As you will see, they signed each contract, agreeing to our terms. 

  In fall 2020 we reached out to the customer saying repairs are needed as the awning is starting to wear thin in many areas. February 5 2021 the customer signed the repair refusal and instructed us to put up the awning in the current condition. It was put up and remained up for the summer of 2021. On January 26 2021 we again inspected the awning and sent a repair letter stating that there were even more areas of the fabric that were thin and weak and the customer should consider replacing awning with a quote for a recover. 

  Our company received no response until customer called in questioning why it was not put up. The customer then sent in email (copy enclosed 4/13/22) saying they wanted no repairs to be done and the awning to again be put up in the current condition. 

  On April 25 2022, our crew went to put up the awning and found that as they stretched the awning to fit over the frame it continued to tear the fabric. Our crew made the decision that the awning was not able to safely stay up without blowing off the frame and causing damage to the house. The homeowner was made aware of this situation and shown the awning before it was then removed from the frame. The customer told our crew to take the awning back and he would be in contact to have the framework removed as well. 

  Please see enclosed take down invoice, repair authorization, repair refusal, and service contracts. The repair authorization states that by refusing repairs, this does not necessarily guarantee that your awning can be erected. The service contract states in the damages to awnings paragraph "should your awning become damaged during put up, you will be billed for the service trip and we will return them to storage and contact you for further authorization for repairs or replacement." 
  
  We have fulfilled our contract by alerting them to the condition of the awning and attempting to put up the awning in its current condition. 
  Please feel free to reach out if you have any further questions. 

  
  Sincerely, 
  Andy L*** Operations Manager Laurel Awning Company