American Patio Covers Plus

Complaint: [redacted] I am rejecting this response because: Sincerely,**Thank you for forwarding the letter from American Patio Covers Plus (APCP) which I received todayI am afraid that they are not remembering all that has gone on accurately, but I appreciate that they did respond in a timely fashion so that we can resolve this issueFirst of all, as noted in the letter from APCP, there was an issue with the flashing discovered by my contractor (not window washers) when he was constructing the wooden frame designed around the patio cover soon after the patio cover was installedThe flashing had been installed by APCP incorrectly, so that rather than directing rain water away from the wooden beams and siding and into the gutter, it was directing it right onto the woodMy contractor, [redacted] , would be able to discuss the exact issue if need be, but it's a moot point, long since resolved and not a part of this claimIn short, after the flashing problem was discovered, APCP offered to pay the contractor's price of $to make the repairs rather than take time out of their schedule to do soThis matter has no bearing on the hole in my panelI did not notice the hole in my panel until spring of 2013, when we began to prepare the outdoor area for seasonal useI initially thought that dirt had somehow collected on the panel and asked my window washers to squeegee it when they had their tall ladders out for cleaning the upper story windowsIt was they who reported it was a hole and not dirtDirt had collected in the bottom panel due to the hole in the top one, and that was what I was seeingI began calling APCP about this issue and was told repeatedly that someone would come out to take a look as they were often in my areaBut no one didI left numerous calls on Tom M [redacted] cell phone but got no call backsHe never called me and told me "a hole is a hole." He never called me back at allNo one came to look at the hole that whole summer despite my many callsBy the time fall rolled around, I gave upThe next spring I tried againI did get the same response as stated in APCP's letter: my requests for someone to come out and take a look at the hole were ignoredMy voice mails did not receive call backsI was not told that this was not a warranty issue, as no one ever called me back at allNot knowing how to get a response from APCP, I called [redacted] our salesman, and he was the one who suggested I contact the Revdex.comHe also told me that he had stopped working with APCP due to the number of complaints that came his way because their issue had been ignored by the companyI contacted the APCP one last time and said that my next call would be to the Revdex.comThis seemed to get their attention, and that very afternoon, they sent two installers who were working in Gig Harbor to my house who found a small screw and nut lying on the panelThey assessed this to be the cause of the hole and said that this wouldn't be covered by the warrantyI was skeptical, as if the screw had hit the panel hard enough to make a hole, I would think that it would have rolled down in the chamber between the two walls of acrylic and lodged thereNevertheless, I asked for the price of a replacement panel and was told that the office would call meNo one ever didI next contacted [redacted] of [redacted] in Tacoma, WA, who is an installer of this patio cover and who was recommended to me by [redacted] [redacted] is booked out for many months but eventually came and looked at the holeHe was also skeptical that a small screw could put a hole in a material that is supposed to withstand a major hailstorm, and he contacted APCP and asked for a panel to be covered under warrantyThe company told him that they would not be willing to do thisI still had no price for a replacement panelI did NOT contact the manufacturer about this matter (I don't even know who the manufacturer is), so I wasn't told by them that holes are not coveredI expect I anbeing confused with another customer who has a hole in a panel of her patio coverI cannot say how a hole got in my panelI did not misuse, abuse or alter itCould a crow or eagle have dropped something from a great height and damaged it? Perhaps, but hail falls from a very great height and at great velocity, and since the cover is said to be able to withstand a heavy hailstorm, why would a single nut or other object in a bird 's beak put a hole in it? The salesman also thought it highly unlikely that a bird dropping something would break the panelMy biggest complaint about APCP is that they have been unresponsive on this issue with the hole for yearsMrM [redacted] never called me back at all, and certainly never told me "a hole is a hole." As I said, perhaps he is confusing me with another customerIf MrM [redacted] had responded to my many voicemails two years ago, I expect we could have reached a solution long ago that did not involve the Revdex.comI feel I was misled about the durability of the patio cover material and that I was misled by the warranty as explained to me by the salesmanBut at this point in time, I just want a new panel I would be willing to settle this dispute by purchasing a new 4' x 18' panel for a wholesale price and which would be delivered to my homePlease note that I will also have to pay for the installation of the panel out of pocket as this was not offered by APCP, though I think that in the name of customer service and all the time that has elapsed with this issue unaddressed, they might have offered to replace the panel as wellThank you for your time-

APCP stands by its comments regarding this case and is very clear on who this customer is and, as we've stated from the beginning, agrees to sell the customer a new panel at a discounted wholesale rate. APCP will be more than happy to not only supply the replacement panel but is willing to deliver and install the panel at our cost. Please keep in mind that this will require two installers to travel from Marysville, WA across the ferry, replace the panel and return back. We hope this meets the customer's satisfaction and resolves the issue

Complaint: ***I am rejecting this response because:
Sincerely,**Thank you for forwarding the letter from American Patio Covers Plus (APCP) which I received todayI am afraid that they are not remembering all that has gone on accurately, but I appreciate that they did respond in a timely fashion so that we can resolve this issueFirst of all, as noted in the letter from APCP, there was an issue with the flashing discovered by my contractor (not window washers) when he was constructing the wooden frame designed around the patio cover soon after the patio cover was installedThe flashing had been installed by APCP incorrectly, so that rather than directing rain water away from the wooden beams and siding and into the gutter, it was directing it right onto the woodMy contractor, *** ***, would be able to discuss the exact issue if need be, but it's a moot point, long since resolved and not a part of this claimIn short, after the flashing problem was discovered, APCP offered to pay the contractor's price of $to make the repairs rather than take time out of their schedule to do soThis matter has no bearing on the hole in my panelI did not notice the hole in my panel until spring of 2013, when we began to prepare the outdoor area for seasonal useI initially thought that dirt had somehow collected on the panel and asked my window washers to squeegee it when they had their tall ladders out for cleaning the upper story windowsIt was they who reported it was a hole and not dirtDirt had collected in the bottom panel due to the hole in the top one, and that was what I was seeingI began calling APCP about this issue and was told repeatedly that someone would come out to take a look as they were often in my areaBut no one didI left numerous calls on Tom M*** cell phone but got no call backsHe never called me and told me "a hole is a hole." He never called me back at allNo one came to look at the hole that whole summer despite my many callsBy the time fall rolled around, I gave upThe next spring I tried againI did get the same response as stated in APCP's letter: my requests for someone to come out and take a look at the hole were ignoredMy voice mails did not receive call backsI was not told that this was not a warranty issue, as no one ever called me back at allNot knowing how to get a response from APCP, I called *** *** our salesman, and he was the one who suggested I contact the Revdex.comHe also told me that he had stopped working with APCP due to the number of complaints that came his way because their issue had been ignored by the companyI contacted the APCP one last time and said that my next call would be to the Revdex.comThis seemed to get their attention, and that very afternoon, they sent two installers who were working in Gig Harbor to my house who found a small screw and nut lying on the panelThey assessed this to be the cause of the hole and said that this wouldn't be covered by the warrantyI was skeptical, as if the screw had hit the panel hard enough to make a hole, I would think that it would have rolled down in the chamber between the two walls of acrylic and lodged thereNevertheless, I asked for the price of a replacement panel and was told that the office would call meNo one ever didI next contacted *** *** of *** *** in Tacoma, WA, who is an installer of this patio cover and who was recommended to me by *** *** is booked out for many months but eventually came and looked at the holeHe was also skeptical that a small screw could put a hole in a material that is supposed to withstand a major hailstorm, and he contacted APCP and asked for a panel to be covered under warrantyThe company told him that they would not be willing to do thisI still had no price for a replacement panelI did NOT contact the manufacturer about this matter (I don't even know who the manufacturer is), so I wasn't told by them that holes are not coveredI expect I anbeing confused with another customer who has a hole in a panel of her patio coverI cannot say how a hole got in my panelI did not misuse, abuse or alter itCould a crow or eagle have dropped something from a great height and damaged it? Perhaps, but hail falls from a very great height and at great velocity, and since the cover is said to be able to withstand a heavy hailstorm, why would a single nut or other object in a bird 's beak put a hole in it? The salesman also thought it highly unlikely that a bird dropping something would break the panelMy biggest complaint about APCP is that they have been unresponsive on this issue with the hole for yearsMrM*** never called me back at all, and certainly never told me "a hole is a hole." As I said, perhaps he is confusing me with another customerIf MrM*** had responded to my many voicemails two years ago, I expect we could have reached a solution long ago that did not involve the Revdex.comI feel I was misled about the durability of the patio cover material and that I was misled by the warranty as explained to me by the salesmanBut at this point in time, I just want a new panel. I would be willing to settle this dispute by purchasing a new 4' x 18' panel for a wholesale price and which would be delivered to my homePlease note that I will also have to pay for the installation of the panel out of pocket as this was not offered by APCP, though I think that in the name of customer service and all the time that has elapsed with this issue unaddressed, they might have offered to replace the panel as wellThank you for your time-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dear Ms***--
I received the message from American Patio Covers Plus in yesterday's mailHere is the solution they are offering:
1) I will purchase one new panel at the wholesale price
2) APCP will deliver and install the panel at no charge to me
3) I would like to know the wholesale price of the panel in advance, as I've not been told this amount
4) I'd also like to request a "date certain" for installation of the panel as part of resolution of the claimIt is fine with me if APCP wishes to combine this work with another job they may have in South Sound, but I'd like to be given a date I can count onI think both parties would like to put this behind us
The above would satisfactorily resolve the issue for me, and I appreciate APCP's good faith effort in resolving this matter and the Revdex.com's help in coming to an agreement
Sincerely, *** ***