CanvasTarps.com

Complaint: [redacted] I am rejecting this response because:DID YOU RECEIVE MY RESPONSE SENT MOMENTS AGO? Regards, [redacted]

*** would like to help the customer by any reasonable means possibleHowever, we are unable to move forward with resolving this complaint until the customer clarifies what he rejects about our responseThe customer's rejection only states the following:-----"I am rejecting this response because:DID YOU RECEIVE MY RESPONSE SENT MOMENTS AGO?Regards,*** ***"-----Please elaborate on this rejection.Thank you,*** ***
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Complaint: ***
I am rejecting this response because I bought the parts I needed (6" bungee cords) from another business I no longer need the shipment from Ace Canopy I have sent a request to Fedex to stop the shipment and return it to the shipper, which they have agreed to do In my original complaint, I requested that Ace Canopy provide me with a prepaid package to return the 9" bungee cords to them; my request has not been honored
Regards,
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We are in receipt of a complaint filed by Mr*** on 02/21/
Mr*** has pur***d on December 6, 2012:
Valance Canopy Super Sale Closeout - 16x(1)
We consider him a very valued customer. We are disappointed to see that Mr*** has experienced difficulties with his product, and was unable to contact us in regards to the replacement tarpWe are willing to refund the customer $to compensate for his troublesThis will fulfill his warranty, and he will no longer be eligible for replacementsWe will need for the customer to call and provide his credit card information for us to issue the refundAfter the refund is processed on our end, it will take 5-business days to reflect with his bankOur goal is to please every one of our customersAbadak will do whatever's necessary to ensure Mr***’s opinion of Abadak is repaired
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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
With the caveat THAT THE REPLACEMENT NOT BE PATCHED OR OTHERWISE DEFECTIVE.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am not satisfied
Regards,
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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
Regards,
*** ***

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 *** ***, Thank you very much for your assistance in this matterI really appreciate you help I don’t understand why the Ace Company management could not the right thing to begin withI had asked for the exact thing that they are willing to do nowAs you can clearly see in the photos bellow that the canopy top cover is not of the same quality or material and in my photo on the right you can see the tarp is already stretching and is beginning to come apartIt has been in use only a few weeksHowever, for the time being, I am happy to receive the items they are will to send me (please see in their note bellow), so I can complete my initial installation Please have them send those items as soon as possible and maybe they can assist me in acquiring the correct top for my boat canopy as shown in their online ad belowThank you again and I am sorry that I had to reach out to you for assistance to get matter resolved. Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI dont understand why I had to continue to call and call and cal, yet one email to Revdex.com and its handled I will wait for the credit to my card and I will advise if it does not show up
Thank you to all
Regards,
*** ***

Revdex.com ID-***Re: *** * *** #***- Refund or Exchange IssuesWe are in receipt of a complaint filed by Mr*** on 07/14/2015. Mr*** purchased on April 08, 2015:(1) White Tarp 60' x 60' - Single (2) 90xBaseball Field TarpOrder Subtotal:
$2970.00Discount: $297.00Shipping: $402.48Total Paid: $3075.48We consider Mr*** a valued customerOne of our product specialists, *** ***, assisted him in getting pricing quotes for baseball field coversWill advised the customer on which products would work best for the size field the customer wanted covered, however, the customer indicated that he would need to settle for a smaller size due to budget restraintsWill gave the customer 10% off of his order, saving him $297.00, and offered stakes as a free accessory with his purchaseThe products that were purchased were covered by a 30-day warrantyThe customer contacted us outside of the warranty period stating that his product was ripping and he would like a refundWe are unable to cover his product if it is damaged beyond the 30-day warranty period. This is considered wear from usageWe do not recommend that customers purchase products that are not the recommended size for the customer's intended application, however we want to make sure that every customer is taken care of to the best of our abilitiesOur customer service department attempted to assist the customer in handling their issuesThe customer was being threatening when dealing with our customer service staff and was uncooperative in our attempts to find a solution that was agreeable by both the company and the customerWe are always willing to work with our customers when problems of this nature arise, but the customer remained belligerent through our attempts to assist him, due to our inability to grant a full refund for a product he had used for over a monthOur goal is to please every one of our customers, therefore we are willing to offer the customer another 10% off of his order. Thank you,*** ***
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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 *** ***, Thank you very much for your assistance in this matterI really appreciate you help I don’t understand why the Ace Company management could not the right thing to begin withI had asked for the exact thing that they are willing to do nowAs you can clearly see in the photos bellow that the canopy top cover is not of the same quality or material and in my photo on the right you can see the tarp is already stretching and is beginning to come apartIt has been in use only a few weeksHowever, for the time being, I am happy to receive the items they are will to send me (please see in their note bellow), so I can complete my initial installation Please have them send those items as soon as possible and maybe they can assist me in acquiring the correct top for my boat canopy as shown in their online ad belowThank you again and I am sorry that I had to reach out to you for assistance to get matter resolved. Sincerely,
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Complaint: ***
I am rejecting this response because:This is the third time I have had an issue with ill-fitting canopiesI have really tried to believe the best in this companyThe first order I placed I ordered a canopy with a valance...they sent me a tarp that didn't fit (was not what I ordered no valance) and a frame with parts missingThis is the third tarp I have received that has not fit properlyThe Customer service rep told me several times in several different ways that "this tarp" fit my frame...and that the tarp was made to be smaller than the frameAfter going back and forth with her and taking all the pictures she requested I take, she then told me this was in fact the "proper" tarpI would expect this from a brand new company, but not a company that has been in business for so many yearsOur company has gone back and forth with this tarp and we are exhausted from the back and forth run-aroundWhen we seek out a product from a reputable business we expect service to match....unfortunately that is not the caseI am currently out of town and do not have access to the tarpAfter the "customer service" rep telling me to make it workmy Veteran father tried to use it with rope...of course it does not fitTo call him and ask him to completely remove the tarp and find a box and re-send it to this company with the "hopes" that they send us a proper one...sounds like a bunch of hooplaAt this time I would appreciate a full refund OR the actual canopy with valance that fits the frame I purchased in the first placeI feel I have been very kind up until this point and have given this company a lot of slack and understandingLike I said previously this has been a huge hassle and my father ( a Vietnam Veteran) really does not need to go back and forth to remove the tarp to "maybe" get one in the future.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: after repeated calls and emails lasting over a month, I had to pay someone try to make adjustments in the fieldWe needed the canopy up, period,
as snow had already fallen on multiple occasionsI finally received a call from ***, in the warehouse, the day after making the complaintShe offered to send new polesI had already had them try and resolve this by sending new poles once before this, and had already paid someone to come and cut the poles to attempt to make it workThis cost me $I asked for a refund in that amount and she said the best they could do was send me new poles ( this would be a third set , and I still have to dispose of the second set, which are large and difficult to dispose of), or give me a 10% discount, which is less than forty dollarsI spent much time attempting to resolve this problem, both in emails and by placing phone calls, over more than a months timeI now have a substandard product due to trying to engineer poles onsite, as well as being out of pocket for labor to do thisThe offer of ten percent does not seem to be a fair offer due to my time and money spent on their poor serviceThis was a six week issue which no one seemed concerned about until I made this complaintI think the refund of that I requested is fair and reasonableI still have a substandard product
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Regards,
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My apologies for the delayed response*** who you were dealing with is no longer with usI just went through his email and found this open complaintWe have the customers order fix shipping overnight tomorrow Wednesday the 26th of MayThe order is shipping fedex with the tracking number of
***By Friday you can contact the customer to verify they received the packageI hope this will take care of the issuePlease advise if more information is needed

Revdex.com ID- [redacted] Re:  [redacted]- Delivery Issue We are in receipt of a complaint filed by Mr. [redacted]on 07/09/2015. Mr. [redacted] has purchased on June 11, 2015:10’ x 10’ Swapmeet Flat Canopy – Silver (1)Canopy Foot Pads 1 3/8” (4)   We consider...

him a very valued customer.  We are disappointed to see that Mr. [redacted]did not receive his shipment within the 72 hours. However, to provide him withthe best customer service possible we have refunded the full order amount of $146.14.  Our goal is to please every one of our customers.  Abadak will do whatever's necessary to ensure Mr. [redacted]’s opinion of Abadak is repaired. Thank you, [redacted]

Revdex.com ID- [redacted]             ...

                                        ...⇄   Re:  [redacted] – Customer Service Issues   We are in receipt of a complaint filed by Mr. [redacted] on 04/27/2016. Mr. [redacted] has purchased on April 20, 2016: Canopy Cover Replacement 10’x10’-Silver (1) We consider him a very valued customer.  We are disappointed to see that Mr. [redacted] has experienced difficulties receiving the correct product. The correct canopy cover replacement for the to replace the incorrect color that he originally received was shipped via FedEx ground on May 12, 2016. The tracking number for this shipment is [redacted]. Our records indicate that the replacement was delivered to Mr. [redacted] on May 13, 2016.  Our goal is to please every one of our customers. Abadak will do whatever's necessary to ensure Mr. [redacted]’s opinion of Abadak is repaired.     Best Regards, [redacted] Customer Service and Sales Manager Abadak, Inc. [redacted] Georgetown, Texas 78626 [redacted]

Complaint: [redacted]
I am rejecting this response because:
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If the replacement tarp was offered and was sent when we needed it, specifically when a 4 alarm fire created an emergency need for protection of our building due to a collapsed roof, then we would have accepted it. However, we NO LONGER have that need (as that was more than 6 months ago).
 
If the replacement she is offering now was offered when we needed it, we would not have filed this complaint!
 
As you can see by [redacted]’s response, they continue to resist monetary compensation for their faulty product and, in my conversation with their representative, she was totally resistant to any kind of compensation at that time, and would not even allow us to ship the faulty product back to them in order to receive the refund or replacement. 
 
Thus monetary compensation is the only reasonable response that would demonstrate integrity and restore trust in their company.
Regards,
[redacted]

Revdex.com ID - [redacted] 11/17/16Re: [redacted]– Guarantee Or Warranty IssuesWe are in receipt of a complaint filed by [redacted] on 10/26/2016.[redacted] has purchased on August 10, 2016:10 x 12 Olive Drab Canvas Tarp – No Grommets On The 12’ Sides – 6 Grommets Spaced Evenly On The 10’ SidesI...

communicated to [redacted] on September 23, 2016 that his custom order is not eligible for return or exchange. When [redacted] questioned whether or not he could return a defective unit I explained that all sales are final on custom products and asked him if the product had been used yet. [redacted] stated that he had used the product. If within the first 30 days of receiving a custom order the customer finds a manufacturer defect prior to using their product, we can assist them with having the order remade, however once the item has been used we do not cover it for any type of damage or defect. There is no option at all, though, to return a custom order for a full refund as our policy states that all sales are final on custom products.Thank you,[redacted]

We are in receipt of a complaint filed by Mr. [redacted] on 06/05/2016. Mr. [redacted] has purchased on April 11, 2016: Deck Boat Canopy 10x20 – Tan Top – (2) 6x20 Tan Mesh Sidewalls – 2” Frame – (8) 2” Footplates We consider him a very valued customer. We are disappointed to see that Mr. [redacted] has...

experienced these difficulties when he received the product. After reviewing the pictures of the canopy, I see that the customer did receive the correct and heavy duty top that comes with this canopy. The sidewalls, however I see are definitely incorrect for the product that was ordered. I would be happy to assist the customer further in receiving the correct sidewalls, including taking measurements personally prior to shipping his replacements. If this is the customer’s desire he may email me directly at the email below regarding order #[redacted]. I can also ensure he receives adequate quantities of ball bungees to attach the side walls correctly. Our goal is to please every one of our customers. I would be happy to personally address any other concerns Mr. [redacted] may have. Thank you, [redacted] Customer Service and Sales Manager Abadak, Inc.

Revdex.com ID- [redacted]             ...

                                        ...⇄   Re:  [redacted] #[redacted] – Customer Service Issues   We are in receipt of a complaint filed by Mrs. Wells on 01/22/2016. Mrs. Wells has purchased on January 12, 2016: Canopy Cover Replacement 12x20-Silver (1) We consider her a very valued customer.  We are disappointed to see that Mrs. Wells has experienced difficulties with her product, and was unable to resolve the issue through one of our customer service representative. If [redacted] is interested in receiving a correctly sized product, we are willing to work with her to get her a replacement. To return the item, a pre-paid return label would need to be emailed to her, and I will ensure that the restocking fee is waived once the product has been received and inspected. Please let us know what resolution is desired. Our goal is to please every one of our customers. Abadak will do whatever's necessary to ensure [redacted] opinion of Abadak is repaired.     Thank you,   [redacted] Office Manager Abadak, Inc. 5651 FM 971 Georgetown, Texas 78626 [redacted]