Awnings By Design

I'm sorry for the frustration that the B[redacted] have experienced with their project.  They are valued repeat customers and it is disappointing for all parties involved when expectations are not met.  However, we are not con-artists, are not fraudulent, and we do not do sub-standard...

work and we certainly DO stand behind our work.  Additionally, the timelines stated in the complaint are not accurate.  Her complaint states "6 months of calls, meetings..." but on the date of her complaint it had only been 5 months since they signed the contract, 3 months since it had been installed, and only one month after I personally visited with the B[redacted] (February 4th)...not 6 months as indicated where she said "It's been over 6 months and we have never heard from him again."  Nothing has been made wrong nor measured wrong, and we never had a discussion about refunding their money.  The issue on this project was that there was a larger than normal gap on the right side of the large unit cause by extreme hourglassing of the fabric.  We agreed to replace the fabric to see if a new piece would have the same hourglassing effect...we also made it a little bit wider to minimize any gaps that occur on the sides.  As soon as the material came in from our supplier we scheduled a date for installation and it was completed on March 17th...see attached work order with the customer acceptance at the bottom.  We trust that this issue is considered resolved by the B[redacted]. Sincerely,Brian B[redacted] - OwnerAwnings by Design

To Whom It May Concern:Awnings by Design has no problem replacing products under warranty IF it is a legitimate claim.  However, the screens in question are not "aging inappropriately" as Ms. [redacted] claims.  When looking at the screens (see attached picture) it is obvious to anyone who...

ever used a pressure washer, that a pressure washer was used on the screens.  That is what caused the swirls seen on the screens, and this is not covered under warranty.  To prove this, we could bring out a pressure washer to demonstrate and make more swirls just like the ones shown in the picture.  As a note, the swirls would not be seen right away while the screen is wet...they would show up when the screen dries out later that same day.  As a courtesy to Ms. [redacted], we are willing to flip the fabric around at no charge so that these swirls are not seen.Additionally, Awnings by Design would NEVER recommend unnecessary replacement parts or service.  We are an honest, ethical, reputable, professional contractor and any recommendation we make is in the best interest of the consumer.  I don't know the circumstances of the motor in question but sometimes old motors act irradically, but work nonetheless.  It would not surprise me that a failing motor could continue to work for a few years, but normally they go bad within a six months of the first signs of failure.  We value Ms. [redacted]'s business and long-term loyalty to Awnings by Design.  It's unfortunate that someone else's actions (perhaps a window washing company) is causing her to be so upset with us.  I would hope the same amount of effort would be directed toward those who are truly responsible for the condition of those screens.Respectfully,[redacted] - OwnerAwnings by Design

To Whom It May Concern:Awnings by Design has no problem replacing products under warranty IF it is a legitimate claim.  However, the screens in question are not "aging inappropriately" as Ms. [redacted] claims.  When looking at the screens (see attached picture) it is obvious to...

anyone who ever used a pressure washer, that a pressure washer was used on the screens.  That is what caused the swirls seen on the screens, and this is not covered under warranty.  To prove this, we could bring out a pressure washer to demonstrate and make more swirls just like the ones shown in the picture.  As a note, the swirls would not be seen right away while the screen is wet...they would show up when the screen dries out later that same day.  As a courtesy to Ms. [redacted], we are willing to flip the fabric around at no charge so that these swirls are not seen.Additionally, Awnings by Design would NEVER recommend unnecessary replacement parts or service.  We are an honest, ethical, reputable, professional contractor and any recommendation we make is in the best interest of the consumer.  I don't know the circumstances of the motor in question but sometimes old motors act irradically, but work nonetheless.  It would not surprise me that a failing motor could continue to work for a few years, but normally they go bad within a six months of the first signs of failure.  We value Ms. [redacted]'s business and long-term loyalty to Awnings by Design.  It's unfortunate that someone else's actions (perhaps a window washing company) is causing her to be so upset with us.  I would hope the same amount of effort would be directed toward those who are truly responsible for the condition of those screens.Respectfully,[redacted] - OwnerAwnings by Design

Review: Salesperson for Awnings by Design LLC ([redacted]) came out to our house on June 17, 2013 regarding estimate for retractable backyard patio awning. Mr. [redacted] spent more time explaining why he is the top salesperson in the company, why the company's ownership group trusts and follows his lead, and why their company's retractable backyard patio awning product offered named Eclipse (with [redacted] fabric material) is superior in quality. We explained our desired goal of blocking out early morning sun on our backyard patio, and that we wanted a hassle free clean look installation void of any modifications or fabrications to our existing house surface structure. Mr. [redacted] took measurements of the desired awning area which were 25' x 10.6'. At no time during Mr. [redacted]'s entire sales presentation, did he inform, caution, or advise us there may or could be difficulties, or modifications, or additions to our existing house surface structure in order to safely and securely attach the awning. Mr. [redacted] failed to inform us that in the event the mounting surface and/or house structure is not adequate or suitable, then Awnings by Design LLC may need to fabricate custom brackets to accommodate the installation. Also, Mr. [redacted] failed to inform us there would be an added extra cost for these custom brackets over and above the contract cost that we would be responsible for in the event the mounting surface and/or house structure is not adequate or suitable. Mr. [redacted] made it appear and presented as such that based on his experience and visual inspection of area in question, that no installation issues would be encountered and it would be a basic status quo awning installation free of any complications, modifications, or fabrications. Based on Mr. [redacted]'s entire presentation and quoted price $5,515.31 (includes all material, labor, discounts), wife and I decided to sign the sales contract June 17, 2013. On June 27, 2013 we made the required down payment $2,757.66 on our [redacted] credit card ending 2004. The balance due $2,757.65 would be due at time of installation.

The following is why we are now making this Revdex.com complaint against Awnings by Design LLC. On August 13, 2013 installation was set to begin. When the 2 installers arrived they immediately visually inspected the existing house surface structure where the awning was to be attached and said there may be problems. Both installers said a solid piece of wood beam needed to exist underneath the existing house stucco running end to end where the awning could be safely and securely attached. But they could not 100% guarantee we in fact have that solid piece of wood beam and 1st needed to do some checking around the house and attic. So 1 of the 2 installers went up through the garage attic and walked over to the back side in question and could not view this area because it was blocked off by a solid wall. Installer says cutting a hole through attic wall to take a look is only option to view but we said “no” we are not willing to do that. So the other option was for installers to probe by drilling and making holes into our house stucco wall to see if that solid piece of wood beam existed. Again, we said “no” this is not an option we are willing to do having holes poked through our stucco wall. Installers never mentioned they would be responsible or would fill-in stucco holes and paint if we allowed them to drill.

Installers said if all else failed and there was not that piece of solid wood beam, then they would be forced to attach most likely 7 total (2 foot long) metal strips to stucco wall with at least 1 foot of each of these 7 metal strips exposed to naked eye after awning is attached. We told them this was not explained to us during Mr. [redacted]'s sales presentation, and is definitely not an option that we are willing to do because it would defeat the entire purpose of having a clean installation of the awning without any modifications, fabrications, or additions to the existing house structure or stucco wall. Besides, if Mr. [redacted] in the very beginning had explained or informed us of all these potential installation issues and the steps required for modification or fabrication, then we may not have signed the sales contract in the 1st place. But Mr. [redacted] did not and we found out after signing the sales contract and the installers had to inform us instead.

So we told installers not to offload the truck and stop any installation. We sent an email explaining what happened and the desired financial resolution which is full refund of [redacted] deposit $2757.66. Here is that email sent:

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, August 13, 2013 10:47 AM

To: '[redacted]'

Cc: '[redacted]'; 'MH ([redacted])'; '[redacted]'

Subject: contract # [redacted] - reguest for full refund $2757.66 (50% deposit)

[redacted],

This is [redacted], contract # [redacted]. We are requesting an immediate full refund $2757.66 made June 27, 2013 regarding the 50% deposit we made on [redacted]. Let me explain why.

All this time, we have wanted a clean installation of the Eclipse Retractable Awning without any modifications or additions to the existing house structure or stucco wall. During the initial sales consultation with [redacted] on June 17, 2013, it was our understanding that this would be the case. We never heard [redacted] mention to us in order for this clean installation to happen, then a solid piece of wood needed to exist underneath the existing stucco running end to end where the Awning could be securely attached. However, talking it over this morning with your 2 installers….who are both very honest and straight forward which we really appreciated….they could not 100% guarantee us we in fact have that solid piece of wood that is required for a clean unmodified installation.

Next step the installer went up into the attic and walked over to the back side in question and could not view this area because it was blocked off. He says cutting a hole through attic wall to take a look is only option to view but we said no we are not willing to do. So the other option was for them to probe by drilling and making holes into our stucco wall to see if that solid piece of wood existed. Again, this is not an option we are willing to do having holes poked through our stucco wall.

Installers said if all else failed and there was not that piece of solid wood, then they would be forced to attach most likely 7 total (2 foot long) metal strips to stucco wall with at least 1 foot of each of these 7 metal strips exposed to naked eye after awning is attached. We told them this is definitely not an option that we are willing to do because it would defeat the entire purpose of having a clean installation of the Awning without any modifications or additions to the existing house structure or stucco wall.

I wished we would have known all this before we committed to this entire waiting period process and placing 50% down deposit. If the installers had come in the 1st place with [redacted] during the initial sales consultation and explained all of this and physically shown us the metal pieces that we saw today on the truck, then we definitely would not have gone forward and signed any contract. Again, because there is not 100% guarantee we in fact have that solid piece of wood that is required for a clean installation without any modifications or additions to the existing house structure or stucco wall.

So please immediately refund our [redacted] ending 2004 in the amount of $2,757.66. We appreciate your thoughtfulness and prompt attention to this matter.

Sincerely,

###-###-#### cell

After sent email, that same day August 13, 2013 we called [redacted] (Awnings by Design LLC contact scheduling person). [redacted] said we needed to talk with [redacted] our salesperson. Mr. [redacted] said the awning was custom designed and made for us. Furthermore, he said on back of sales contract it reads in the event the mounting surface and/or house structure is not adequate or suitable, and then Awnings by Design LLC may need to fabricate custom brackets to accommodate the installation. And there would be an added extra cost for these custom brackets over and above the contract cost that we would be responsible for in the event the mounting surface and/or house structure is not adequate or suitable. This is the 1st and only time we ever heard Mr. [redacted] mention anything of this nature. Mr. [redacted] ended conversation saying there was nothing else he could do for us at this point. We asked to speak with the owners of the company, and Mr. [redacted] says if it were possible, then he would actually be speaking with them right now. At that moment, we felt it was a brush off by Mr. [redacted] and Awnings by Design LLC.

August 14, 2013 we call Awnings by Design LLC again and requested to speak with the owner of the company. The employee took my information and said both [redacted] and Mr. [redacted] were in the field and she would forward my message to appropriate person.

August 15, 2013 we call Awnings by Design LLC again and speak with [redacted]. We inform the owner has never called us back and we are very unhappy that nobody has addressed the situation or replied back to email requesting refund of our deposit. We confirm that Mr. [redacted] is owner of both Awnings by Design LLC and Sun City Awning & Patio, and his email address is [redacted] or [redacted]. We inform [redacted] an email complaint to Revdex.com was made this morning and contents of that email will be copied over to Mr. [redacted], and that after reading email he needs to contact us via telephone.

We have never experienced any issues or problems with sales people before regarding anything we have added or built onto our house. In fact, on our other 2nd side patio courtyard, we signed a sales contract July 10, 2013 to build a trellis lattice patio cover with [redacted], LLC. They have A+ Accredited Business rating with Revdex.com. During the initial sales consultation, their salesperson explained and informed everything to us….not just the product itself, but also any technical installation issues that might be encountered. We specifically told him we wanted the existing 2 outdoor surround sound speakers to remain status quo and not moved to accommodate the trellis lattice patio cover. He assured me that based on his inspection and technical expertise, there would not be any issues and speakers would not have to be relocated or any other type of fabrication or modification would be necessary. And today August 15, 2013 [redacted], LLC installed the trellis lattice patio cover exactly as promised by their salesperson without any surprise fabrications or modifications to our house surface structure.

Another example is we are adding solar panels to our roof and 2nd solar inverter inside garage with [redacted], Inc. They also have A+ Accredited Business rating with Revdex.com. We signed a sales agreement on May 29, 2013. The salesperson informed us of everything and anything that we may encounter during the design, permit approvals, and installation of our solar panels and inverter. He told us up front that after the structural engineer’s inspection and report, that we may be required to have additional load bearing roof and attic modifications performed to beef up and strengthen our trusses. Specifically, he mentioned they may need to install hip blocking for the penetrations that will be performed at the beginning of the installation. He stated the cost would be additional $350 for this required work. We said okay that’s not a problem and at least we know up front what to expect. So on July 9, 2013, we received the structural engineer’s inspection and report which stated exactly what the [redacted], Inc. salesperson told us might happen. But we were okay just like with [redacted], LLC because there were no last minute installation surprises, and their salespeople informed and advised us up front before we signed sales contracts.

So as of today August 15, 2013 we have no awning product, we have no refund of [redacted] deposit $2757.66, and Mr. [redacted] has never contacted us via email or telephone.

Here is contact phone # ###-###-#### for Awnings By Design LLC.Desired Settlement: $2,757.66 Refund on our [redacted] card ending 2004

Review: I have purchased very expensive awnings and automatic retractible screens for my house with a 5 year warranty for the fabric of the screens. One screen is aging inappropriately with marks on the screen. I asked [redacted] to come out to evaluate for replacement under warranty for that screen. I have about 11 screens on my home and 6 of those screens were replaced on the same day and only one of the 6 is wearing wrong. I asked to have the one screen replaced. After 3-4 weeks I never heard from [redacted] until I contacted him two more times. He said, "he forgot" about me and he would get back to me soon. A day or two later he called me back to inform me that he talked to the manufacturer who refuses to replace the one screen even though it is only 3 years old and is under a 5 year warranty. [redacted] then accused me of "throwing some chemical" on the screen and that he has seen this before. I told him that I never "threw anything on the screen and that no one else did either". He talked down to me in a condescending accusatory manner and replied, "yeah right". He offered to charge me to find someone to try to clean it or to charge me to come out and turn the screen around so that the marks would face inside my house. I have spent well over $70,000 in awnings and screens with this company and they refused to stand by their product as the warranty specifies that the fabric is covered for unusual aging. Awnings by design is also NOTORIOUS for rarely answering the phone and your lucky if they ever call you back. You have to hunt them down and leave numerous messages and they will call you back only when you start getting angry. Awnings by Design is also NOTORIOUS for replacing parts that do not need to be replaced. They tried to convince me to change out a motor that was still working for $500. I refused and the motor lasted 3 more years!!!! Hence the reason why I no longer want to do any more business with Awnings by Design. I contacted them to replace the screen that they put in under a 5 year warranty. They refuse to honor the warranty and replace the one screen.Desired Settlement: Replacement of the one screen

Business

Response:

To Whom It May Concern:Awnings by Design has no problem replacing products under warranty IF it is a legitimate claim. However, the screens in question are not "aging inappropriately" as Ms. [redacted] claims. When looking at the screens (see attached picture) it is obvious to anyone who ever used a pressure washer, that a pressure washer was used on the screens. That is what caused the swirls seen on the screens, and this is not covered under warranty. To prove this, we could bring out a pressure washer to demonstrate and make more swirls just like the ones shown in the picture. As a note, the swirls would not be seen right away while the screen is wet...they would show up when the screen dries out later that same day. As a courtesy to Ms. [redacted], we are willing to flip the fabric around at no charge so that these swirls are not seen.Additionally, Awnings by Design would NEVER recommend unnecessary replacement parts or service. We are an honest, ethical, reputable, professional contractor and any recommendation we make is in the best interest of the consumer. I don't know the circumstances of the motor in question but sometimes old motors act irradically, but work nonetheless. It would not surprise me that a failing motor could continue to work for a few years, but normally they go bad within a six months of the first signs of failure. We value Ms. [redacted]'s business and long-term loyalty to Awnings by Design. It's unfortunate that someone else's actions (perhaps a window washing company) is causing her to be so upset with us. I would hope the same amount of effort would be directed toward those who are truly responsible for the condition of those screens.Respectfully,[redacted] - OwnerAwnings by Design