McCloy O K Awnings Inc

Review: We are homeowners who purchased our awnings from this company in 2010. Each year, we pay to have them installed, uninstalled, cleaned and stored. This year, we selected to have the awnings installed at our residence the week of March 16th. Beginning in early May, both my husband and I contacted the company to inquire as to the status of the installation as it was so late. The person who I spoke with indicated that they were behind and that the awnings could be installed six weeks from the selected date and that I may not get them until June. I found this unsatisfactory and asked that the owner, Sandy, call me the next day. She never did. My husband called the following week and left a message and there was no return call. I called again, left a message, and finally the following week received a return call from Sandy. Sandy informed me that our awnings had broken seams and that they left a message with us on March 6th indicating that we needed to pay $126 to have them repaired prior to installation. Never having received this message, I asked what number it was left at. Sandy then proceeded to give me two phone numbers that are/were never our's and that we did not provide to the business. I asked why this information wasn't given to me when I called initially and why she did not return any calls and I received no answer. I indicated that the awnings are fairly new and that we did not notice any tears. I told her that if the awnings are in fact torn, it would be the fault of her staff. She said they wouldn't do that and don't look for tears until they put them back up again. I asked her how long it would take to have them repaired and when they could be installed and she said she would find out and get back to me later day. She never did. I have called numerous times, only to be told Sandy had stepped out or wasn't in and would return my call the next day. She never has. At this point, she is the owner and no one else will help me. Sandy does not take or return my calls.Desired Settlement: I would like to have my awnings repaired (if they are in fact torn) and installed within the next week. Given the lack of satisfactory customer service and the extreme delay in providing to me my property in good condition, I feel that the business should pay for any repair and storage fee.

Business

Response:

Revdex.com[redacted]

[redacted]June 24, 2015To Whom It May Concern:[redacted] did pick the Week of March 16, 2015 for her installation. We had late snows this year which put us behind. We start putting awnings up the last week of February and when the weather finally got nice we were already behind. Each year we send our customers two cards and a letter, a copy of which is enclosed, which tells our customers how our installation process works. Many people do not bother to even read the letter. As for the repair, we tried to call [redacted], but we used the wrong phone number. When we did talk to her, we offered to discount the repair for her, but she wasn't happy with that. The awnings have been used for five seasons and after that period of time usually the seams need resewn. Only the sleeving needed resewn, which is where the bars go into the awning. The seams on the roof of the awning are heat sealed. She has three extensions and one drop awning. Only the sleeving on the three extensions needed resewn. The drop awning is fine. On June 1,2015, [redacted] came and picked up the awnings. Sincerely,O. K. McCloy Awning, Inc