Exclusive Awnings & Canopies

May 12, Dear *** ***,On December 20th, a sales representative was sent to meet with customer's 3rd party to provide a free Awning EstimateCustomer's 3rd party received the proposal same day by email to manufacture & install two Step Down Aluminum Awnings for
front door and rear doorCustomer's 3rd party submitted acceptance/deposit December 26th for the proposal from Exclusive Awnings & Canopies LLCIn the proposal delivery was quoted 3-weeksCustomer's awnings were installed on February 3rd, and balance was paid February 4th, Delivery was off by a weekAs we all know we had a rough winter this year which set us back however, managed to get installation done week later than approximationCustomer's 3rd party and owner were satisfied with work and paid the balance February 4th, 2014.On March 15th, at 1:24pm Exclusive Awnings receive an email from customer's 3rd party stating "that they had a problem that needs urgent attention" Customer's 3rd party states in the email that "the front awning came down off the wall on "Thursday morning last" which was March 12th, Customer's 3rd party then stated "to contact the owner's nephew to visit the home and remedy the faulty installation on Monday March 17th, 2014." Sales Rep emailed customer's 3rd party March 18th, 4:20pm stating "will be out tomorrow to inspect the awning to see if this is due to installation or weather conditions.As you know there was a wind advisory in effect winds could reach 20-gusting to mphWe experienced high winds on Wednesday evening March 11th, into Thursday March 12th, which could have resulted in the awning being pulled away from the home." Sales Rep spoke with the home owner informing that they would be out to inspectSales Rep and the installers went out to the property to inspect the awning and the installationAs we suspected the awning was detached from the home due to the high winds we experiencedAll brackets were still intact drilled into the brick wallThe awning was lifted by high winds causing it to blow away from the homeNote: Pictures were taken and can be provided.Sales Rep contacted the home owner to inform that the awning came down due to the weatherSales Rep explained to owner that this would have to go through home owner insurance because it was due to inclement weather conditions, which is not covered by Exclusive Awnings & Canopies LLCCustomer's 3rd party contacted Exclusive Awnings and was requesting for the awning to be reinstalled and that it was our responsibility to replace the awningWe explained to customer's 3rd what had been discussed with the ownerCustomer's 3rd party began to get irate and demanding we come out.As we explained we would be more than glad to come out & reinstall awning however the awning is damage and would need to be replacedCustomer's 3rd party was also recommended to add post which was initially recommended when representative came out to meet with customer's 3rd partyRep informed Customer's 3rd party it is recommended not required posts are required after a projection exceeding feetCustomer's 3rd party decided to go without postCustomer's 3rd party wanted to continue going back in forth which would be wasting both of our time so conversation was ended with "we have informed you what the next step would be".We have been in business for years and the owner has been in this field for years and thankfully to this day we have not experience an awning falling downWe are here to provide the customer with the best satisfaction which we didIt's unfortunate that Mother Nature had a path of its own and it is out of our control.Thank you

This is in response to our complaint regarding the irresponsible conduct of Exclusive Awnings & Canopies which manufactured and sold 2 aluminium step down awnings which they installed at [redacted], Maryland.
 
These awnings were installed on February 4th, and were accepted as being in the right location by me, [redacted],retired architect with over 40 years of experience.The balance due was paid on the same date.
 
A month later the Awning installed over the home's front entrance,blew off the wall and landed on the ground.
 
Shocked and disappointed, we called Exclusive to to see the failing and to re-install the awning. They admit to being willing to re-install the awning,but on inspection they pronounced that the home owner would have to use her homeowners insurance to REPLACE the awning because it is damaged.
 
Their warranty reads: Purchasers assumes all permit and electrical responsibility unless otherwise stated.Under normal usage conditions and with proper maintenance,Manufacturers warranty for a period of 10 years on step down, 1 year on labor performed by Exclusive Awnings and Canopies LLC.  
There was no need for permits and we paid in full by credit cards to have records. I brought to the attention of the installers that the curving edge trim on the bottom edge of both  the awnings were not centered and that they should do that next time.At my request they added a few more screws to the edge trim,where the corners were uneven.
The number and size of the brackets and bolts attaching the awinings to the walls seemed sparse but since they are the "awning professionals" I did not interfere.
I always had a concern about Snow Load.
 
For Exclusive to casually try to shrug their responsibility to their product is irresponsible and insulting. To suggest that the awning should be replaced by homeowners insurance is ridiculous.
Those awnings have not been added to or included in a homeowners policy. Even if they were added by addendum, which they are not, then EXCLUSIVE would have to pay the deductible, which would exceed the price of replacing the awning.
 
For a female owned business to try and take advantage of an ailing low income female senior citizen is down right disgusting.
 
The owners claim of being in the business for many years has no bearing on the integrity of the product nor its installation. If this is the first failure she is aware of,maybe she has been lucky for 8 years. Hence it is time to tap their business insurance, and hire a trained structural designer.
 
As an architect and close family friend, I personally recommended Exclusive and paid the deposit from my funds. I inquired about the structural capacity of this type step-down awning and was assured by the female sales person that it was fine up to a 4 foot cantilever. As an architect, my concern was related to snow load so I accepted their proposal as these were 4 foot projections.
 
I never considered wind lift because they should be properly installed. It it was wind damaged (bent out of shape) but remained anchored in the wall, that would be cause for different consideration. The entire awning left the wall. NONE of the MANY similar awnings in the ENTIRE neighborhood were affected,and neighbors all agree they have never seen this happen there. We have serious concerns about the other awning installed over the rear door under this contract.
 
We are very soured by the absence of the awning in this weather, the sight of the abandoned awning outside,the disrespectful and neglectful actions of Exclusive Awnings.
 
We expect them to promptly remedy the failure of their product and its installation.
 
We will not tolerate their prolonged neglect and disrespect for much longer and will proceed to the Public Media ( news channels) and the Local Courts if necessary.
However we will await the actions/mediation of the Revdex.com.