Reviews

Review Details

• Review fromLeanne S

  Date: 10/11/2024

  1 star

  Leanne S

  Date: 10/11/2024

  New awning in spring, 2023 put up. Fall 2023 take down Laurel Awning damaged the fabric, which they claimed they fixed. Spring, 2024 put up showed pinholes throughout the fabric which ***** saw. Filed warranty claim via **** mail which ***** claims he didnt receive. Emailed the claim which ***** claims he couldnt read. Ive **** mailed another hard copy. Hopefully there wont be any more excuses for not processing my claim and providing me with a new awning that is acceptable with quality fabric and workmanship

  Laurel Awning Company

  Date: 10/16/2024

  Our response to ***** *********: We are sorry to hear that you were disappointed with your experience with us. We would like to comment on the claims that were made in your review and to the BBB. First and foremost, as stated in our signed Sales Contract, "Laurel Awning Company limited warranties are available to the first purchaser of Warranted Products, as applicable, only and apply only to the first installation of the product. These Limited Warranties can't be transferred and don't give any rights or benefits to any other person." ***** ******, the homeowner at the time, signed the paperwork including the Limited Warranty. According to our records in November 2022 we were contacted by the daughter of the owner of the home (***** ******) to add your name as the new owner, therefore you are NOT the original purchaser of the product. We received a call from you on 11/16/2023 stating that your awning was damaged during take down. Despite the voided warranty, since you are not the original purchaser of the product, we inspected the awning for this claim. During this repair inspection, our team members noticed a minor repair needed to the corner of the awning. As a courtesy, we did this repair at no charge. In Spring of 2024 we put up your awning. On 9/5/2024 you called our office for an estimate on a new window awning. We sent out a team member on 9/13/2024 to give you a price on a new window recover. During this visit you videotaped our team member and only wanted to talk about the patio awning claims. On 9/19/2024 you sent our office an email questioning the window recover contract, we promptly responded on 9/20/24. In our response we reminded you that we did the previous awning repair at no charge as a courtesy, despite the warranty being void and non-transferable. On 9/23/2024 you requested a warranty form which we emailed to you the same day. You claimed to have mailed the form on 9/25/2024 which we never received. You filled out a new one which we did receive on 10/10/2024. It is important to again remind you that filling out a warranty form does not mean your claim is valid, since you are not the original purchaser of the product therefore you have no valid warranty. In light of these explanations, we ask you to reconsider your comments. We understand if you do not agree with our warranty policy and feel the need to take your business elsewhere. However, our customers return to us each year because they appreciate the quality, service and value we offer.

  Laurel Awning Company

  Date: 10/28/2024

  ******, we are sorry to hear that you were disappointed in your experience with us. We would like to comment on the claims that were made in your review. First and foremost, as stated in our signed service contract, "Laurel Awning Company limited warranties are available to the first purchaser of Warranted Products, as applicable, only and apply only to the first installation of the product. These Limited Warranties can't be transferred and don't give any rights or benefits to any other person." According to our records in November 2022 we were contacted by the seller of the home to add your name as the new owner, therefore you are NOT the original purchaser of the product. We received a call from you on 11/16/2023 stating that your awning was damaged during take-down. Despite the void warranty, since you are not the original purchaser of the product, our team member came to your home the same day you called to assess the claim. During this repair inspection, our team member noticed a minor repair needed to the corner of the awning. Without question as to responsibility and as a courtesy, we did this repair at no ********* Spring of 2024 we put up your awning with no issues. On 9/5/2024 you called our office for an estimate on a new window awning. We sent out a team member on 9/23/2024 to give you a price on a new window recover. During this visit you videotaped our team member without his permission and only wanted to talk about the patio awning claims. On 9/19/2024 you sent our office an email questioning the window recover contract, we promptly responded on 9/20/24. In our response we reminded you that we did the previous awning repair at no charge as a courtesy, despite the warranty being void and non-transferable. On 9/23/2024 you requested a warranty form which we emailed to you the same day. You claimed to have mailed the form on 9/25/2024 which we never received. You filled out a new one and which we did receive on 10/10/2024. It is important to again remind you that filling out a warranty form does not mean your claim is valid, since you are not the original purchaser of the product therefore you have no valid warranty with Laurel Awning Company. To further elaborate on your claim, the fabric manufacturer, *********, does offer a pass-through manufacturer's warranty on their products. Your specific claim regarding the tightness of the yarns used in the fabric to make the awning is not covered by Laurel Awning Company. This is ********** proprietary process. The fabric does have a pass-through warranty. However, it does not cover this specific claim. We would also like to note that your ASSOCIATION designates the fabric manufacturer, color and pattern that is to be used on any awnings installed at your property. In light of these explanations, we ask you to reconsider your comments. We understand if you do not agree with the warranty policy of the fabric manufacturer, and ask you to reference the ********* website for their specific warranty coverage. Despite trying to put a claim in for an issue that isn't covered, we still went above and beyond in our responses and communication with you.

• Review fromRonald S

  Date: 09/22/2024

  1 star
  It really taking advantage of your good will.The awnings did not do what they advertised. First, the awnings were too large for the upstairs windows. WE ARE IN OUR SEVENTIES. We cant climb up there to see for ourselves. Secondly, the upstairs awnings have been been screwed in instead of bolted on each side of the s**** The s**** itself was forced in and left like that. We have called to express our concerns and the call went unheeded. The screws downstairs were ******* and the screws upstairs are straight flathead. Can it be explained? The salesman was ***** *********. Why has he not responded to us?