Atlantic Awning

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.? Regards, [redacted] ? ? ? ? ? ? ? However I wish to wait until the repair work is completed satisfactorily before I withdraw my complaint.? ? Thank you !

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] However I wish to wait until the repair work is completed satisfactorily before I withdraw my complaint Thank you !

We have tried on numerous times to schedule the installation of this awning The customer would not agree to meet us on site to sign off on work completed and to pay the remaining balance (which is company policy).I reached out on many occasions via phone and email, and customer would not respondThe awning is complete and ready to install.If customer can agree to meet us onsite at the time of the install, we would like to take care of this right away.Please see the email trail of my attempts to schedule: From: [redacted] ***sSent: Wednesday, February 22, 9:AMTo: [redacted] Cc: [redacted] ; [redacted] Subject: Installation: Manchester, [redacted] ** Hi [redacted] , I haven't heard back from you regarding your installation.Your awnings are complete and ready to install.We would like to come out next week between Tuesday and Friday to complete your project.. It's company policy that we will need someone to be onsite at the time of the installation to sign off on the work completed and to pay the remaining balance. Please let me know of dates/times next week that will work best for you to meet us onsite for the installation. Thank you, [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted] From: [redacted] ***sSent: Friday, February 10, 10:AMTo: [redacted] ; [redacted] ; [redacted] Subject: Re: Installation, Manchester P & P Holdings Hi ***, I'm sorry that you are frustrated.We cannot refund your deposit, we have already spent the time, resources and money to fabricate your awning. When I tried to schedule your install, I asked you if Monday or Tuesday would work best.You said Monday, but when I asked you if you would be able to meet us onsite (twice) , you did not respond.Hence, I couldn't schedule the installation. We absolutely can not install any awnings without the customer there to sign off and pay the remaining balance.Last time we installed your awning, you were not onsite and I took heat for that.It's my job responsibility to make sure that customers are onsite for every install. That being said, your awning is completed and ready to be installed.Please let me know when you will be able to meet us onsite so that we can install your awning. Thank you, [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted] From: [redacted] < [redacted] >Sent: Wednesday, February 8, 9:PMTo: [redacted] ***sSubject: Re: Installation, Manchester P & P Holdings ***,It was MondayI'm donePlease return the deposit. On Feb 6, 2017, at 2:PM, [redacted] ***s < [redacted] > wrote:Hi ***, I'm still trying to schedule a day for your installation.Will you be able to meet us onsite tomorrow?If not, when would be a better day and time for you to meet us onsite? Thank you, [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted] From: [redacted] ***sSent: Saturday, February 4, 2:30:AMTo: [redacted] Cc: [redacted] ; [redacted] Subject: Re: Installation, Manchester P & P Holdings Hi ***,I sincerely apologize for the delays, I'm sure you that you are very anxious to have this project completed!I'm sorry if you misunderstood, but I asked if we could come out Monday or Tuesday for the install, and which day you would be able to meet us on site (see email below).I did not hear back from you regarding which day you would be able to meet us.Please understand that it's company policy (that I have been instructed to follow) that we cannot confirm an installation appointment without the customer's agreement to meet us onsite for a signature and a final payment.At this point, I believe Monday's schedule is full.I will double check on this in the am and get back to you.If this is the case, will Tuesday work for you?Is there a time of day that works better for you to be able to meet us onsite?Thank you, [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted] From: [redacted] ***s < [redacted] >Date: January 31, at 9:28:AM ESTTo: [redacted] < [redacted] >, [redacted] < [redacted] @gmail.com>, [redacted] < [redacted] >Subject: Re: Installation: Manchester, [redacted] **Hi ***, I apologize again for the delays.We would like to come out Monday or Tuesday to install.We will need someone onsite at the time of the installation to sign off on work completed and also to pay the remaining balance. Please let me know if either (or both) days will work for you. Thank you, [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted] From: [redacted] ***sSent: Tuesday, January 31, 10:AMTo: [redacted] Subject: Re: Installation: Manchester, [redacted] ** Thank you, ***.Will you be onsite both days? [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted] From: [redacted] < [redacted] >Sent: Tuesday, January 31, 10:07:AMTo: [redacted] ***sSubject: Re: Installation: Manchester, [redacted] ** Begin nh of the week works fine. On Jan 31, 2017, at 9:AM, [redacted] ***s < [redacted] > wrote:Hi ***, I apologize again for the delays.We would like to come out Monday or Tuesday to install.We will need someone onsite at the time of the installation to sign off on work completed and also to pay the remaining balance. Please let me know if either (or both) days will work for you. Thank you, [redacted] ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS [redacted] Cell [redacted] FAX [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.? Regards, [redacted] ? ?

I had a conversation with the client and said we would install by the May 1stOn May 1st I called to set up a date for the end of the week, in the mean time he sent this complaintThe work is and was 100% completedIt is a custom made productWe can come and installThanks, [redacted]

To whom it may concern,Please see our response to this complaint below: From the customer: We contacted [redacted] in [redacted] , MA back in March, 2015 to come and give us an estimate to replace our awnings that were damaged in the storm. We didn't get the estimate till April. Response: This... is correct, it can take us days or weeks to send an estimate to a customer (which we prepare and provide free of charge). We have a high volume of customer requests for estimates and we tend to them in the order in which they come into our shop.From the customer: We waited for a while and when nobody came we called and most of the time had to leave messages but our calls were never returned. The awnings were finally installed in July. Response: This is correct. We typically estimate a delivery date of 4-6 weeks, however, as stated in our contract, we cannot guarantee this time-frame and delays may occurFrom the customer: Shortly after that I realized that the awnings were sagging. After many unreturned phone calls I finally spoke to the owner and was told that I'd have to wait for somebody to be in my area before the awnings would be removed. I questioned why I should have to wait and got a rude reply that because of the gas expense, travel time, etc., I would have to wait.'Response: Typically we address our customers with courtesy and respect, and I don't recall using a rude tone. The other information is correct. When a customer has a complaint about an awning, we typically need to remove the awning and bring it back to the shop to evaluate/address the issue. Since we are booked out weeks in advance with customer appointments, we schedule pick ups for repairs around other appointments that have previously been scheduled in the area. This allows us to save on the gas, time, and manpower of having to add an additional trip. From the customer: In early Nov. I called again and was told that the awnings would be removed before Thanksgiving. Nobody came. On March 1, 9,& 10, 2016 we called and was told by the receptionist that she'd take the message and the owner would call back. No return phone call. The receptionist told my husband that we weren't the only ones having the same problem. I should have looked at your review before hiring them. I won't make that mistake again! I believed them when they told me that they were so busy because of the storm and that we had to wait. Response: Due to our extremely busy schedule, we were unable to remove the awnings before Thanksgiving. At that point, we didn't want to remove them and have them unavailable to the customer for the rest of the season. We have scheduled a date to come out and take down the awnings and repair them free of charge.

I certainly understand your frustrationAt the time of your deposit, we gave an estimated time of 4-weeks.Per our contract, this time was estimated, as we cannot guarantee any installation dates."Unless otherwise contracted for, all orders are processed, manufactured and installed/repaired/cleaned in the order in which they are received, subject to materials availability, weather and our seasonal workload and scheduleDue to these variabilities, we cannot project exact delivery datesAll delivery time frames are approximationsDelivery and install/repair dates cannot be guaranteed"In addition, we do not give discounts due to delays in our estimated delivery time.We have already paid our manufacturer for your awning and the project is ready.We would like to install your awning at your convenience this week.Thank you!

The company that we work with to fabricate The ***'s awning was unexpectedly delayed in their production.The awning is now complete and ready to installWe have reached out to The ***'s to schedule an installation date this week, at their earliest convenience

I have reviewed the response
submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.I requested a refund of my deposit of $Continued promises of installation are not the result I am looking for.
Regards,
*** ***

The company that we work with to fabricate The ***'s awning was unexpectedly delayed in their production.The awning is now complete and ready to installWe have reached out to The ***'s to schedule an installation date this week, at their earliest convenience

We were very delayed in our production/repair schedule this season due to an unusually high number of orders and requests.Hence, we were unable to service Mr.***'s awning as quickly as we would have liked to.We have scheduled a service call on Wednesday, September 16th to resolve the issue
with Mr.***'s awning

We were very delayed in our production/repair schedule this season due to an unusually high number of orders and requests.Hence, we were unable to service Mr.***'s awning as quickly as we would have liked to.We have scheduled a service call on Wednesday, September 16th to resolve the issue
with Mr.***'s awning

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.?
Regards,
*** ***? ? ? ? ? ? ? However I wish to wait until the repair work is completed satisfactorily before I withdraw my complaint.? ? Thank you !

I certainly understand your frustrationAt the time of your deposit, we gave an estimated time of 4-weeks.Per our contract, this time was estimated, as we cannot guarantee? any installation dates."Unless otherwise contracted for, all orders are processed, manufactured and installed/repaired/cleaned in the order in which they are received, subject to materials availability, weather and our seasonal workload and scheduleDue to these variabilities, we cannot project exact delivery datesAll delivery time frames are approximationsDelivery and install/repair dates cannot be guaranteed"In addition, we do not give discounts due to delays in our estimated delivery time.We have already paid our manufacturer for your awning and the project is ready.We would like to install your awning at your convenience this week.Thank you!

*** put a deposit down on an awning repair on 3/At that time we gave her an estimated delivery time of 4-weeksWe always give our customers an estimated delivery time because we can never guarantee an exact dateThe reason for this is because there are times in which we, as a business, are
faced with unforeseen circumstances such as delays from manufacturers, scheduling conflicts, staffing issues etc...Such was the case with ***'s orderWhile we are delayed in the repair, we still fully intend to complete it to her satisfactionI have scheduled her appointment for next week

I had a conversation with the client and said we would install by the May 1stOn May 1st I called to set up a date for the end of the week, in the mean time he sent this complaintThe work is and was 100% completedIt is a custom made productWe can come and installThanks,***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.?
Regards,
*** ***
?
?

We have tried on numerous times to schedule the installation of this awning? The customer would not agree to meet us on site to sign off on work completed and to pay the remaining balance (which is company policy).I reached out on many occasions via phone and email, and customer would not
respondThe awning is complete and ready to install.If customer can agree to meet us onsite at the time of the install, we would like to take care of this right away.Please see the email trail of my attempts to schedule:? From:? *** ***sSent:? Wednesday, February 22, 9:AMTo:? ***Cc:? *** ***; *** ***Subject:? Installation: Manchester, *** *** **? ? Hi ***,? I haven't heard back from you regarding your installation.Your awnings are complete and ready to install.We would like to come out next week between Tuesday and Friday to complete your project..? It's company policy that we will? need someone? to be onsite? at the time of the installation to sign off on the work completed and to pay the remaining balance.? Please let me know of dates/times next week? that will work best for you to meet us? onsite for the installation.? ? Thank you,? ? *** ***sSenior? Project ManagerSolar, Shade and Protection ALL SEASONS***? Cell***? FAX***
***? From:? *** ***sSent:? Friday, February 10, 10:AMTo:? *** ***; *** ***; *** ***Subject:? Re: Installation, Manchester P & P Holdings? Hi ***,? I'm sorry that you are frustrated.We cannot refund your deposit, we have already spent the time, resources and money to fabricate your awning.? When I tried to schedule your install, I asked you if Monday or Tuesday would work best.You said Monday, but when I asked you if you would be able to meet us onsite (twice)? , you did not respond.Hence, I couldn't schedule the installation.? We absolutely? can not install any awnings without the customer there? to sign off and pay the remaining balance.Last time we installed your awning, you were not onsite and I took heat for that.It's my job responsibility to make sure that customers are onsite for every install.? That being said, your awning is completed and ready to be installed.Please let me know when you will be able to meet us onsite so that we can install your awning.? Thank you,? ? *** ***sSenior? Project ManagerSolar, Shade and Protection ALL SEASONS***? Cell***? FAX***
***
***From:? *** *** Sent:? Wednesday, February 8, 9:PMTo:? *** ***sSubject:? Re: Installation, Manchester P & P Holdings? ***,It was MondayI'm donePlease return the deposit.? On Feb 6, 2017, at 2:PM, *** ***s wrote:Hi ***,? I'm still trying to schedule a day for your installation.Will you be able to meet us onsite tomorrow?If not, when would be a better day and time for you to meet us onsite?? Thank you,? ? ? *** ***sSenior? Project ManagerSolar, Shade and Protection ALL SEASONS***? Cell***? FAX***
***
***From:? *** ***sSent:? Saturday, February 4, 2:30:AMTo:? *** ***Cc:? *** ***; *** ***Subject:? Re: Installation, Manchester P & P Holdings? Hi ***,I sincerely apologize for the delays, I'm sure you that you are very anxious to have this project completed!I'm sorry if you misunderstood, but I asked if we could come out Monday or Tuesday for the install, and which day you would be able to meet us on site (see email below).I did not hear back from you regarding which day you would be able to meet us.Please understand that it's company policy (that I have been instructed to follow) that we cannot confirm an installation appointment without the customer's agreement to meet us onsite for a signature and a final payment.At this point, I believe Monday's schedule is full.I will double check on this in the am and get back to you.If this is the case, will Tuesday work for you?Is there a time of day that works better for you to be able to meet us onsite?Thank you,*** ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS*** Cell*** FAX***
***From:? *** ***s Date:? January 31, at 9:28:AM ESTTo:? *** *** , *** *** , *** *** Subject:? Re: Installation: Manchester, *** *** **Hi ***,? I apologize again for the delays.We would like to come out Monday or Tuesday to install.We will need someone onsite at the time of the installation to sign off on work completed and also to pay the remaining balance.? Please let me know if either (or both) days will work for you.? Thank you,? ? ? ? *** ***sSenior Project ManagerSolar, Shade and Protection ALL SEASONS***? Cell***? FAX***
***
***? ? ? ? ? From:? *** ***sSent:? Tuesday, January 31, 10:AMTo:? *** ***Subject:? Re: Installation: Manchester, *** *** **? Thank you, ***.Will you be onsite both days?? ? ? *** ***sSenior? Project ManagerSolar, Shade and Protection ALL SEASONS***? Cell***? FAX***
***
***
? From:? *** *** Sent:? Tuesday, January 31, 10:07:AMTo:? *** ***sSubject:? Re: Installation: Manchester, *** *** **? Begin nh of the week works fine.? On Jan 31, 2017, at 9:AM, *** ***s wrote:Hi ***,? I apologize again for the delays.We would like to come out Monday or Tuesday to install.We will need someone onsite at the time of the installation to sign off on work completed and also to pay the remaining balance.? Please let me know if either (or both) days will work for you.? Thank you,? ? ? ? *** ***sSenior? Project ManagerSolar, Shade and Protection ALL SEASONS***? Cell***? FAX***? ? ?

To whom it may concern,Please see our response to this complaint below:? From the customer: We contacted *** *** in ***, MA back in March, to come and give us an estimate to replace our awnings that were damaged in the stormWe didn't get the estimate till AprilResponse: This
is correct, it can take us days or weeks to send? an estimate to a customer (which we prepare and provide free of charge)We have a high volume of customer requests for estimates and we tend to them in the order in which they come into our shop.From the customer: We waited for a while and when nobody came we called and most of the time had to leave messages but our calls were never returnedThe awnings were finally installed in JulyResponse: This is correctWe typically estimate a delivery date of 4-weeks, however, as stated in our contract, we cannot guarantee this time-frame and delays may occurFrom the customer: Shortly after that I realized that the awnings were saggingAfter many unreturned phone calls I finally spoke to the owner and was told that I'd have to wait for somebody to be in my area before the awnings would be removed.? I questioned why I should have to wait and got a rude reply that because of the gas expense, travel time, etc., I would have to wait.'Response: Typically we address our customers with courtesy and respect, and I don't recall using a rude toneThe other information is correctWhen a customer has a complaint about an awning, we typically need to remove the awning and bring it back to the shop to evaluate/address the issueSince we are booked out weeks in advance with customer appointments, we? schedule? pick ups for repairs around other appointments? that have previously been scheduled in the area.? This allows us to save on the gas, time, and manpower of having to add an additional trip.? From the customer: In early NovI called again and was told that the awnings would be removed before ThanksgivingNobody cameOn March 1, 9,& 10, we called and was told by the receptionist that she'd take the message and the owner would call backNo return phone callThe receptionist told my husband that we weren't the only ones having the same problemI should have looked at your review before hiring themI won't make that mistake again! I believed them when they told me that they were so busy because of the storm and that we had to wait Response: Due to our extremely busy schedule, we were unable to remove the awnings before ThanksgivingAt that point, we didn't want to remove them and have them unavailable to the customer for the rest of the seasonWe have scheduled a date to come out and take down the awnings and repair them free of charge