Sunrooms and Awnings Ltd

Initial Business Response / [redacted] (1000, 10, 2015/10/06) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Hello, [redacted] Please let me respond to the complaints as they appear in the customers complaint The problem with the wind sensor retracting was a defect at the factory in France and was not detected until problems occurred in Awnings in North AmericaThis problem required several months to identify and fix, new sensors were sent to all the dealers and we installed them as fast as possibleDuring this time all the Awnings affected were still fully functional but did not have the automatic retraction availableAfter the new sensors arrived we did have some programing problems that again required a factory fix and several visits to the customer to get thing working properly I would now like to discuss the damaged AwningI received a call from the customer saying the awning was damaged and sagging to one sideI made an appointment with the home owner to come over hand have a look at the Awning the next dayI was delayed at another appointment so I came lateWhen I arrived the Awning was fully extended and several notes were attached to the awning including a few notes and a phone numberI noticed that the Awning was lopsided and the centre support pegs were pulled out of place, I also noticed that the stucco behind one of the brackets had collapsedI rang the door bell and no one was home, I called the number provided and was told that they would be about minutes or so before they got home There are only three ways that this type of damage can occur to a retractable Awning High wind exposure pulling the awning off the wall before the wind sensor can retract the awning Hail stones collect on the awning and cause it to collapse Someone pulling down on the Awning until it damages the brackets [redacted] Do to all the hail damage in [redacted] , [redacted] and [redacted] , we are booked up for the next several months when it comes to Awning repairsI informed the customer about this [redacted] and the discussion became heatedI left the customers property [redacted] T [redacted] Sunrooms and Awnings Ltdis not responsible for this type of damage and we will not be expected to fix this Awning for free Thank You Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] He does say something that is truthful - that there was a "factory problem" with the wind sensor but I had to remind him a couple of times about coming back to replace it and then reprogram it [redacted] As stated many times already the awning has never been exposed to high winds, never had hail on and has never had someone pulling down on itIn fact the awning was never even left extended over nightsWhen I put the notes on the awning the support pegs were NOT pulled out and nor have they ever been pulled out beforeThere were TWO people who witnessed thatBob made comments that he checked the screws on the brackets and that they were tight but he never even had a ladder to get up to the screws! We got out our ladder [redacted] Yes, the discussion became heated from BOTH sides [redacted]

Initial Business Response /* (1000, 10, 2015/10/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email:...

[redacted]@gmail.com
Hello,
[redacted]
Please let me respond to the complaints as they appear in the customers complaint.
The problem with the wind sensor retracting was a defect at the factory in France and was not detected until problems occurred in Awnings in North America. This problem required several months to identify and fix, new sensors were sent to all the dealers and we installed them as fast as possible. During this time all the Awnings affected were still fully functional but did not have the automatic retraction available. After the new sensors arrived we did have some programing problems that again required a factory fix and several visits to the customer to get thing working properly.
I would now like to discuss the damaged Awning. I received a call from the customer saying the awning was damaged and sagging to one side. I made an appointment with the home owner to come over hand have a look at the Awning the next day. I was delayed at another appointment so I came late. When I arrived the Awning was fully extended and several notes were attached to the awning including a few notes and a phone number. I noticed that the Awning was lopsided and the centre support pegs were pulled out of place, I also noticed that the stucco behind one of the brackets had collapsed. I rang the door bell and no one was home, I called the number provided and was told that they would be about 15 minutes or so before they got home.
There are only three ways that this type of damage can occur to a retractable Awning.
1. High wind exposure pulling the awning off the wall before the wind sensor can retract the awning.
2. Hail stones collect on the awning and cause it to collapse.
3. Someone pulling down on the Awning until it damages the brackets.
[redacted]
Do to all the hail damage in [redacted] and [redacted], we are booked up for the next several months when it comes to Awning repairs. I informed the customer about this [redacted] and the discussion became heated. I left the customers property [redacted]
[redacted] Sunrooms and Awnings Ltd. is not responsible for this type of damage and we will not be expected to fix this Awning for free.
Thank You.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] He does say something that is truthful - that there was a "factory problem" with the wind sensor but I had to remind him a couple of times about coming back to replace it and then reprogram it.
[redacted] As stated many times already the awning has never been exposed to high winds, never had hail on and has never had someone pulling down on it. In fact the awning was never even left extended over nights. When I put the notes on the awning the support pegs were NOT pulled out and nor have they ever been pulled out before. There were TWO people who witnessed that. Bob made comments that he checked the screws on the brackets and that they were tight but he never even had a ladder to get up to the screws! We got out our ladder.
[redacted] Yes, the discussion became heated from BOTH sides.
[redacted]