T.G. Peppe, Inc.

Review: An awning purchased from this company last year appears to be defective and cannot be installed. A call to the company in April asking for a serviceman is repeatedly put off. This is an awning used in the summer. During this heat wave it has been impossible to go outside. Calls are answered with this week we are in New Jersey or some other town. Their excuse is they are on the south shore. They are not that far away from East Meadow and were quick to come take order and money.Desired Settlement: Would like item repaired or replaced whichever is quicker. It is less than 1 year old.

Business

Response:

When the original customer [redacted] first called in April it was not made clear that the awning needed to be rehung. I was under the impression that the vinyl tubing in the awning had slid out and just needed to be slid back in to the awning. It was not until late May that after another conversation I was able to fully understand that the awning was in fact not up. In retrospect more information should have been gathered on the initial phone call and new protocol for answering calls for Service has been put in place already.

At that time we were extremely behind in rehangs and service calls all across the Island this season due to the overwhelming volume of damage and subsequently repair work that needed to be performed following the Hurricane in October 2012.

We should have been much more prepared for the volume of work with additional trucks and crews. And we are working to rectify out internal issues with scheduling and routing to make sure we never have such delays in service again.

[redacted] was not the only customer who did not get their awning rehung in a timely fashion and we are working with each customer on an individual basis to come up with a satisfactory agreement to help negate the sour feelings and also to maintain their business going forward.

[redacted] will have a technician at her home on Thursday 7/**/13 to fix the tubing in the pocket and rehang the awning (as well as address any other issues with awning if there are any). This service will be free of charge and notes have been made in the system that her next takedown or rehang will also be free of charge.

We sincerely apologize for the misunderstanding, delay in service, frustration and aggravation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter is being resolved as I type this. A crew arrived this morning to attend to the work.

Sincerely,

Review: I had a new awning installed in 2012 that was purchased from TG Peppe. Part of the install had them changing hardware attached to my home and this hardware now has an issue that is only noticeable when it rains. In May of 2013 after installing the awning for the 2nd season I noticed water leaking from the point where the awning connects to the house. I called and spoke to someone starting on 5/** and was told someone ([redacted]) would get back me. I waited 3 weeks called back and was told everyone was busy doing new installs after Hurricane Sandy did a lot of damage. I never heard back and called back in late June and was told that service was not available as they were working on orders for July *th. It is now almost August and after 5 phone calls and no return calls I am filing this complaint. This was supposed to be a simple service call to repair work done in 2012 but this company seems more inclined to take new business, then to stand behind the work they have already done.Desired Settlement: Have someone actually show up and fix the problem. I have been waiting since my first call on 5/**/13 for someone to come and it is now almost August.

Consumer

Response:

[redacted]:

At this time, I have not been contacted by T.G. Peppe, Inc. regarding complaint ID [redacted].

Sincerely,

T.G Peppe and its owners lack any professionalism or customer service skills. I have repeatedly reached out to them and am promised call backs and service visits and nothing comes of it. These are not one-time problems but recurring issues. Buyer beware.