Awnings Unlimited

September 13, To: Revdex.com Case #***
Re: Awnings Unlimited Job #*** From: Awnings Unlimited Dean * H*** Owner It is always unfortunate when a customer is unhappy with our company. Awnings Unlimited strives to satisfy each customer, but unfortunately we are unsuccessful with some. This customer’s job in question is one of those. I wish we could say this customer was satisfied with this job With that said, the following is my response to the complaint filed. The customer states that Awnings Unlimited did not follow the manufacture’s installation instructions. However, the pergola was being built to the manufacture’s recommendations. The website and pdf instructions referred to by the customer, too my knowledge does not exist We asked to see the instructions they were referring to and were refused. We asked for the website they got their information from and were also denied that information. We contacted Amerimax, the manufacturer, and asked them if there was any online installation information We were told they do not provide any of that information on any of their websites. To try and put the customer’s minds at rest, we had an Amerimax representative contact them so that they could voice their concerns to the manufacturer to try and resolve their issues. After the Amerimax representative contacted the customer, he contacted us back stating he did not hear that any of their concerns regarding the installation were outside of the standard installation practices. He stated to us that the same conclusions were relayed to the customer in his conversation with them Concerning the concrete used to set the posts, Sakrete and Quickcrete products both use the method we used for the setting the posts. These instructions are both on the package and on their websites. Amerimax calls for post spiking which was completed on each post being set Warrantee of the product - Amerimax does not warrantee any installation regardless of how it was installed. Their warrantee covers the paint and structural integrity of the product itself. The installation company warrantees the installation of the product. Awnings Unlimited has a written warrantee which covers the installation. If we would have completed this pergola, Awnings Unlimited would have covered any structural failure caused by our installation within the terms of the warrantee. None of our customers are without this warrantee. Both Amerimax and Awnings Unlimited warrantees are in place at the completion of our jobs Refund policy of the company - All jobs which are cancelled are reviewed, and deposits are refunded based on that review. Our standard policy on any refund is days. The day period is for processing and receipt of the refund by the customer. Though the customer might have been under the assumption that the manager could have changed this policy, he could not and cannot. All financial transactions are reviewed and completed at a different office. However, rarely does it take days to complete these transactionsIn this case, the job was cancelled on August 26, 2016, the check was cut and mailed on September 5, 2016, and the funds cleared our account on September 12, It is the policy of Awnings Unlimited to have the staff try and resolve issues with their customers. On occasion when decisions need to be made outside of the staff’s authority, I, the owner, will get involved. I was kept informed in this matter and felt that with the unsuccessful attempts to resolve these issues with this customer, they should be given the opportunity to back out of the signed contract. The customer took this option. With their agreement, Awnings Unlimited cancelled the contract and completed the cancellation terms as agreed by the customer and management. These kinds of actions are always reviewed to try and improve our customer’s satisfaction. My goal is to always have a satisfied customer. In this case, the option offered to the customer appears to have been the best solution I consider my response to this complaint and the desired settlement by the customer to be complete. Their “refund” was issued and cashed, “a response from the owner”, through this written response, is completed, and in all cases, Awnings Unlimited “reviews our policies and practices”. We value our relationship with our customers. We also value our relationship with Amerimax Building Products, and continue to work with them to provide the best product and installation to our customers Sincerely, Dean G H*** Owner Awnings Unlimited