Clark Wagaman Designs, Inc.

Review: On March 14, 2015 we had our patio covered installed. I noticed the patio covered had gaps and splits and after the rain we had water was filtering thru. My husband called [redacted] at the office to notify of the issue. He was told a Service Request form was going to be mailed to our home. Weeks passed by and we never received anything. I called the office and spoke to [redacted] and again nothing was mailed or emailed to us. After that I called the Project Manager Jarrett Tabor and told him our situation a form was mailed to our office. On 4/17/15 I filled out the service request form and texted a copy of the form and information to 916-825-4736. I also attached photos as the form requested. I received a text back indicating it was going to be placed on the schedule and we should see a technician coming over our home soon. I never heard from anyone. On 4/25/15 after another rain, I sent a text to the same number along with photos indicating we had a new leak by the connection of the electrical pannel that was installed by CW Design. I also attached photos. I never heard from anyone, not a call or a text response. On 04/30/15 I sent another text indicating that we sent a request along with photos and referred to all my texting and that no one was responding. I received a text back indicating that "I apologize for the delay [redacted] is currently out of the office but I will forward this information to her so she could contact you". As of today 05/22/15 I have not heard from anyone. I am very disappointed in the customer service this company has and the product that was installed is defective and I am afraid that if one of the leaks hits the electrical pannel something wrong can happen to our home.They charge us $3500, I already paid them $2500 and have a balance of $1000. I have not submitted payment because I feel the product installed is defective and I am not getting ANY response from the company regarding the issues.Desired Settlement: I would like for [redacted] to fix the issue of the leaks and the gaps. Also, I feel we should not be responsible for paying the balance of $1000 for a product that is defective. I am extremly disappointed in all this!!!

Business

Response:

We apologize for any delay in service requests. At this time we have scheduled a technician toinspect the possibility of defect. We are not requesting final $1,000 payment until we have conducteda full inspection.

Consumer

Response:

I am rejecting this response because:I just received a call on Friday 5/29/15 at 5 pm indicating that a technician will be sent out to take a look at the problem. [redacted] is trying to schedule a technician at 11:00 am on a Tuesday, I told her me and my husband work and cannot be there. I asked for a Saturday appointment and she inidcated they don't have Saturday appointments. She was very rude and very short tempered wth me. When I questioned [redacted] why it took so long for us to get a response back she indicated "Sorry but your issue is not important for us to rush and schedule a technician right away, we are booked six weeks out" This is terrible customer service!!!! It is not my problem that they are booked, I paid them to have a patio installed and they provided me with a defective product. I do not want to have any communication with [redacted], she is extremly rude! I should not be responsible for paying the $1000 balance, I am not happy with the product, it is defective, the customer service and the rudness of how these people conduct business. I am very disappointed I used them for my patio!!!

Business

Response:

We responded to this customer concern 5 days ago.The customer is now satisfied as of the day we made the corrections.The structure was built correctly and with in manufacturers specs.We are happy to oblige to customer miss understandings ordissastisfaction. We apologize for any delay in response time as itis our busiest time of year.The $1,000 balance has not been paid.

Consumer

Response:

I am rejecting this response because: I am not sure were this company is getting their information, but we are extremly unhappy with the patio and the work the technician did when he showed up unexpectedly just a few weeks ago. We are not willing to pay the balance for a work that we are not happy with.

Business

Response:

This concern has been addressed to the satisfaction ofthe customer. Customer is refusing to pay the final balance due toinconvenience .

Review: CW Designs has been advised that they over billed us for the permit fee as they included in the square footage for our concrete work that was not required and directly impacts the value of the permit. CW Design stated they would fix this issue and recognized they had made an error. Instead of correcting the issue they have sent the overpriced incorrect amount to an attorney and send us a demand for payment for the wrong amount. This is another example of how this operation works they make promises and do not uphold their end of the "contract" as I am sure they will say we agreed to this in their contract that is also an error as we agreed to the correct amount NOT an inflated incorrect amount. We agreed to pay what is due but only what is due.Desired Settlement: Simple....Correct the permit fee and we will pay you as we have indicated already.

Business

Response:

After applying for and receiving the original building permit the customer changed the size of theplan requiring re submittal of plans. The building department application requires a sales amount be enteredon that application. The second submittal showed the higher original amount and we are working with the buildingdepartment to reduce the permit costs by way of reimbursement. We are happy to reimburse this customer anymoney we receive as a result. In the meantime as a business our legal department sends over due notices to anybuilt projects that are 60 days over due. This is the letter the customer received. We have been in contact with the Rancho Cordova Building Department to find a resolution and are STILL waiting for a response.

Review: On April 30,2015, I met with salesman [redacted] and reached an agreement with him to have his company install a patio cover at my house. I was required to make a deposit of $400.00, ten percent of the $4000.00 cost of the project. The project was to be completed by 07-15-15. On 06-12-15, their installer [redacted] came out to install the patio cover but couldn't because he didn't know how to remove the roof tiles. I had several more phone conversations with [redacted], the office worker, and [redacted], the salesman, between 06-30-15 and 07-22-15, and was assured that their installer and my roofer would arrive at my house on 07-23-15 to install the patio cover. Their installer showed up but not the roofer. The installer said he would not be able to install the patio cover because he didn't want to risk breaking the roof tiles and said he would have trouble installing the patio cover extension brackets in the gutters. I called [redacted] immediately and told him I wanted to cancel the project and wanted my deposit back. I spoke with [redacted] by phone on 08-15-15 and she told me she had just sent my check out in the mail. Five days later, no check. _Desired Settlement: I want by deposit back

Business

Response:

Confirmation letter and check where sent out last week.Please let us know if you did or did not receive the confirmation of cancellation andthe check.Thank you[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I received a flyer in the mail advertising patio covers for what appeared to be a great price. I contacted Clark Wagaman Designs and met with the salesman During our meeting I asked a number of questions about the installation at my home. I have pavers in my yard where the cover was to be installed. I was assured that replacing sections of pavers that had to be removed to install footings would not be a problem. I was told the whole installation process would take about 3 days form beginning to end.

On installation day the crew arrived around lunch time removed pavers where the footings needed to be installed. They ended up break 3 of the pavers to start the installation because they were having a hard time getting them out. I agreed to them breaking the 3 pavers because I had leftovers from the original installation of the pavers. The crew made comments about how tight the pavers were. The pavers were properly installed pavers with sand in the gaps to hold them snug.

The Crew left for the day after the footing holes were dug and returned after the cities inspection to install the patio cover. When they got the point the pavers needed to be put back in place they stopped work after stating I needed to put the pavers back in order for them to finish. I told them this was not in the agreement.

Since this point the only contact I have had with Clark Wagaman I have had to initiate. I have asked several time when the work was going to be finished and was finally told that replacing the pavers was not part of the deal and I would need to find someone to to the work before they would continue the installation.

I was asked to send pictures of the holes they made where the pavers were removed and was told I would receive a call the next day. Needless to say that did not happen. I currently have an unfinished Patio cover and 3 holes in my patio.Desired Settlement: I would like to see the installation completed including replacing the pavers. If I have to find someone to replace the pavers I would like to have the cost of the repair be deducted from the total bill.

Consumer

Response:

HI [redacted]

We have been working with Tony in sales and we had been advised that once our concrete was poured they would place the patio cover in one week. Today I get a call to schedule the patio and the first available appointment is 09/10/15. This is directly misleading as the sales department makes you feel like they will do one thing just to get the sale.

Review: I sign and gave a deposit of $1000 to CW Design for the install of a sun room on an existing slab and covered roof patio. I signed the doc on Feb 27 2014. The project was delayed by CW Design at least 7 times. Once for incomplete drawings submitted to the City of Roseville. Then two other times for reasons I am not sure why. Then the project was to move forward in June but got delayed for a reason that there is an non permitted structure adjacent to the new work. Then in late July work was to start but CW Design could not get the product. I accepted the delay and requested a discount which CW Designed agreed to. This was the forth or firth delay in starting the project. Then in August I got another start date, which I again to accepted. Then I was told the product would not be the same as stated in February 2014 and that work would commence on August 21st. By this time I was fed up with this back and forth talk. So I told Mr [redacted] (the Engineer) that if they don't show on That date then I was no longer interested in them completing the project. I got a call from their workman at 2:30pm telling me that they would not be starting the project until the next day and that they were only coming to look at the project and maybe lay it out on August 21st. I told him that was not acceptable and that work was suppose to start that day.That is when I call the office and Spoke with Mr [redacted]. I told him that they could not deliver the project as promised and to cancel the project and to return my deposit of $1000.00I have call and emailed several time since August 21 and have had not responds.Desired Settlement: Refund my $1000 deposit.

Business

Response:

Review: Patio cover installed March 23 & 24, 2015. Building inspection on March 26 FAILED TO PASS inspection. Calls placed to contractor on 3/26 and again 3/30, 4/7 and again today 4/15. No action taken. They said it was an engineering issue that they would correct -- 3 weeks later this has not been done. Appears that they also failed to give us the design we requested as they did not measure patio cover from fence, but from lattice planter in yard.Absolutely no customer support. Quick to take our money, slow to provide remedial services.Desired Settlement: Submit engineering or other needed info to City so that patio cover will pass inspection. If not, then replace the cover to comply with Building Codes. This is what we paid for.

Business

Response:

Then patio design for this customer is cutting edge custom and was approved by theSacramento Building Department plan / building review.The field inspector for this job site has requested additional information before finalpermit approval.We have requested this additional information from our Material Manufacturers Engineer andare currently awaiting these additional plans.We are tending to this situation as quickly as possible and apologize for any delay.We have not requested any payments beyond the original deposit and will not ask for payment until the job is finalized.Occasionally the project completion process is out of our control and we sincerely apologize for anydiscomfort this may cause. The additional costs relate to the plans requested will be paid for by CW Designs and will not bepassed on to our customer. The job is currently finished and we are waiting only for additional plans to appease the Sacramento Building Department field inspector.We have not been made aware of any incompletion or plan discrepancies as per the originalagreement between the customer and Cw Designs.[redacted]PresidentCW Designs Inc