BTCGuarantee

The last conversation with the customer was that the gate code was chanced and did not want us on her property [redacted]

In reference to above complaint from IdaThis is the documents of recordThis is the timeline.November 29, - estimate was provided to customer, time sent 12:PMNovember 29, - e-mail from customer directing us of color - Hemlock TweedThis e-mail was sent after receipt of our estimate received at 2:PMDecember 4, - received signed estimate which was sent to customer back on 11-29-which at that time Hemlock Tweed Fancy was indicatedThe e-mail dated 11-29, indicated Hemlock TweedThis happens often that customers change.December 1, - we received depositAt which time the process begins.Based on the timeline, the e-mail stating Hemlock Tweed was what we installedThe customer was in Texas with her husband (hospital) which delayed our schedule of 4-weeks after receipt of deposit.Our position stands, if the customer wants to change the fabric, the customer must pay for the changeWe have additional documentation with e-mails that support our standAt this time we are prepared to take necessary steps to collect the balance of $4,This balance includes change orders which the customer approved by e-mailsWe can provide all documents upon request (pages)Regards, Thomas P [redacted] President C Bel Awnings, Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12814426, and find that this resolution is satisfactory to me.
Regards,
*** *** *** *** *** Thank you for your interest in assisting us in this matter I am sure you can discern the difficulty I have encountered in dealing with the office of Bel Awning.It is insulting to blame the customer for an error made on the company’s part That being said, mistakes are made by every human on earth I understand that and certainly an agreement can be reached when you have two REASONABLE parties with realistic expectations.Problems occurred once my order hit the office I had no idea there were TWO fabrics with basically the same name, FANCY tacked on to one, which indicated it was a stripe...which is what I wanted.Is it unreasonable to expect an executed contract to deliver what is printed on it? Is it a good business practice to use an email sent BEFORE the contract was signed? I would not.That being said, the awning that was installed is a superior product in every way Too bad it is not the fabric I chose! Very careful measurements were needed, I was quite particular about the framing, the construction, appearance and safety on the awning On those merits I will say Bel delivered I credit their salesman, Jay Bonck, on the outstanding job he did for me on the awning The installation also appears to be a very high quality My kudos to those gentlemen.Customer service by some of the office staff, woefully lacking and that is a shame MrTom, you have taken the reigns of an old and reputable New Orleans company built by a family that has given much to our city Please do the Bels justice in serving your customers in the manner in which it’s founders built this company You will not stay in business treating customers the way you have treated me.In conclusion MrTom, your final bill is incorrect If I was a dishonest person I’d pay that and say the hell with BelPlease refer to the change order requested by Jay in January, I’ll say it again, get your house in order.The Revdex.com is an invaluable asset to the public Thank you for your help and interest. *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12814426, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I prefer to work through the Revdex.com to resolve this matter I have given Bel time and opportunity to address their error They haven’t, despite being verbally advised that they would provide me with what I ordered, FABRIC SELECTION HEMLOCK TWEED FANCY on March 23, I will not be brow beaten into accepting their error I know what I ordered and I have not wavered in my selection from the start To state that I changed my mind is a lie. I want the signed contract honored with the fabric selection stated on that document. Bel Awning, I must conclude, is not the respected, honorable company it was in the past. There is a SIGNED CONTRACT which I would like to have honored The discrepancy in the fabric name and the fabric color on the signed document was an error in execution of Bel Awning.I must draw the conclusion that Bel Awning is no longer the reputable, honorable company it was in the past.*** ***

I will personally meet face to face and explain the timeline with documentation of our position. Once shown and detailed, the string of e-mail will support what I'm indicating. I will meet with the customer shortly and hopefully solve their issue.  Tom P[redacted] C Bel Awnings, Inc.

The last conversation with the customer was that the gate code was chanced and did not want us on her property. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12814426, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] I at no time changed the color of the fabric. I erroneously referred to the fabric as HEMLOCK TWEED in am email on November 29, w2017to Tanya at Bel.  I was unaware of two fabrics with similar names, HEMLOCK TWEED AND HEMLOCK TWEED FANCY.  Before signing the contract the error was corrected.  Hence, it is reflected in the bid signed on December 1, 2017.  We never spoke or wrote of changing fabrics AT ALL.In researching the Bel site recently, I see that the FABRIC NUMBER On the bid is that of HEMLOCK TWEED.  However, fabric name is my choice, HEMLOCK TWEED FANCY. I feel that Bel has failed to their DUE diligence and I should not be stuck with a product not of my choice.  The response by the owner is indicative of their handling in the error.  Both the sales rep, my contractor and the email containing the photo of selected fabric indicates what I wanted. They refuse to acknowledge their error and blame me.  Unfair, unprofessional and dishonest.

[redacted] Sorry your have taken this path. We will take action accordingly to resolve this issue. om P[redacted]

In reference to above complaint from Ida. This is the documents of record. This is the timeline.November 29, 2017 - estimate was provided to customer, time sent 12:08 PMNovember 29, 2017 - e-mail from customer directing us of color - Hemlock Tweed. This e-mail was sent after receipt of our estimate....

received at 2:42 PMDecember 4, 2017 - received signed estimate which was sent to customer back on 11-29-2017 which at that time Hemlock Tweed Fancy was indicated. The e-mail dated 11-29, 2017 indicated Hemlock Tweed. This happens often that customers change.December 1, 2017 - we received deposit. At which time the process begins.Based on the timeline, the e-mail stating Hemlock Tweed was what we installed. The customer was in Texas with her husband (hospital) which delayed our normal schedule of 4-5 weeks after receipt of deposit.Our position stands, if the customer wants to change the fabric, the customer must pay for the change. We have additional documentation with e-mails that support our stand. At this time we are prepared to take necessary steps to collect the balance of $4,175.00. This balance includes change orders which the customer approved by e-mails. We can provide all documents upon request (20 pages)Regards,  Thomas P[redacted] President C Bel Awnings, Inc

Yes, the deposit was refunded but the poles are still in my yard and CBel has never contacted me about removing them

To response to [redacted] compliant this is the issues that was encountered. True, we did not manufacture the shade sail correctly this first time. It was installed which at that time looked good and performed as it should. Approx. 3 weeks later, a heavy rain storm came into play which put...

tremendous pressure on the fabric causing it to sag. We promptly went, took it down to our shop, re-worked the back set and within 3 days we re-installed the shade sail. Again, approx. 3 weeks later, the same thing happened. We received a call on mid Monday demanding that it be removed by the next day with a full refund. We said that that could not happen the next day, allow us to schedule and get back with you. At this point [redacted] became irate and used  curse word, which I did hang up on her. We do not allow anyone to use profanity and allow us to become the bad guy when we will and would do whatever necessary to satisfy our customer. We have been in business since 1826 and has countless repeat customers thought these years with many many satisfied customers. Yes, we did refund her deposit in FULL.  We are sorry that she fells this way however, at this point we know whatever we do she cannot be satisfied.

We have answered this compliant several weeks ago. The bottom-line is , yes, we did install a horizontal sails in the rear area of the property, we made several adjustments with poor results. At the end, we returned the customers deposit and called it a day. The customer continues to complaint which she has used curse words trying to just give us a bad rap. We do not accept this behavior from anyone.