Hahn Exteriors, Inc.

The owner came to our house to give us an estimate on redoing our old existing wooden deck. We discussed using Wolf deck products and a cable railing system. He told us he would get back to us probably within a week with an estimate. When we did not receive an estimate several weeks later, I made several phone calls to the business, spoke to the secretary, left multiple messages, but never received a return phone call and never received an estimate. If they didn't want our business, a simple phone call would have been appreciated, but NOTHING! Still, months later, we never received any response from them. We have since selected another company to do our deck. That is very BAD business on the part of Hahn Exteriors. We will not call them again for any work!

Review: In July, 2010, Hahn Exteriors, Inc. installed a 16 foot wide [redacted] motorized retractable awning with remote control, for a total of $2,357.00 and included a cover. In

August, they installed a wind sensor for $477.00.

In July or August, 2012, 2-dark lines were showing on the awning. At the time, I did not pay attention to them.

On May 22, 2013, I called Hahn and asked them to put the cover back on. It was removed and cleaned after Hurricane Sandy. [redacted], from Hahn, came on June 5 and, after he put the cover on, I asked him what he thought the lines were from. He said the awning had sagged and he had never seen this before . I emailed Hahn and told them what their serviceman said. I did not hear from them so I emailed again. Hahn called and told me Dave Hahn would be coming to my house to look at the awning. Dave came the week of July 8 or 15. He said the roller was broken, and this caused the two lines down the awning. He tried to remove them but could not. I asked how this happened and he said most likely from strong wind.

He called [redacted] from my house and they quoted a price of $482.75 for a roller tube with motor on the left, cloth for the awning, tax and shipping to my house. He then suggested he could put a bracket on to alleviate the rubbing of the awning if I could live with the lines. This would save me some money. I said yes.

On July 28, I emailed Hahn. It said, "about two weeks ago, Dave came to my house to look at the awning. I am very disappointed I have not heard from him. He told me the roller was broken

and this caused the two lines coming down the awning. They are not dirt marks, but indelible, and are also on the top of the awning. He said the broken roller could have been caused by strong wind. If this is the case, why did my neighbor two houses down not have the same problem? We have the same installation. This is not weather related. I feel this problem is due to improper installation. Every time the awning is unrolled, there is additional stress and wear and tear. I would like to have this problem resolved as soon as possible. Thank you".

I then sent a PS that said "this was really bothering me so I went out on the deck with a tape measure. There is at least an inch or more difference from the start of the bar that was put on the siding. The bar kept going up and then leveled out. This is where the problem lies. You can see this without using a measure. I listened to Dave with his suggestion and,, at this point, I am not willing to go along with them. This is not my problem; the problem lies with the installation. I am very upset to say the least and I would like to know how you plan to correct this. Thank you".

[redacted] Hahn called on August 5 and said they were not ignoring me, just busy. She said I should not compare my installation with my neighbors because people lose different things in storms. She also said Dave and Eric would come on August 8 to install the bracket. I told her no.

What I have called the bar is actually the main support hanger and it is not level on the left side.Desired Settlement: I would like to see everything removed and have a new installation with a new roller bar, and awning with a wind sensor. The awning is ruined.

Thank you.

Business

Response:

ID [redacted]InboxxHahn Exteriors <[email protected]>12:29 PM (3 hours ago)to me

This is in response to the Complaint sent 8/27/13, customer [redacted]. I will address her concerns as stated in her letter to you.

[redacted] purchased her awning in July, 2010. In April of 2011, [redacted] inquired about a wind sensor for her awning ( I have the email for this request if you would like a copy). Also important to notate, is that [redacted] was given the option of an "all-weather" warranty, which she chose not to purchase. This warranty allows full replacement should anything happen to the awning, including acts of nature.

[redacted] claims that improper installation is the reason for her concerns. [redacted] claims that since the brackets were not installed level she is having these problems. Currently, the brackets are not level. When installed the brackets were level. It is virtually impossible to install the awning without the brackets being level. The awning bar is manufactured in such a way that the brackets must line up perfectly for the bar to be into place. This extruded aluminum bar has since been bent and has now pushed the bracket out of line. Also, if the awning would have been installed out of level, she would have experienced problems right away.

Requesting a wind sensor 9 months following the installation could be an indication that [redacted] experienced some concern about letting the awning open during windy times. (Often times this means something already happened). On one visit [redacted] did admit to [redacted] Hahn that she left the awning open during some nights (definitely not recommended). [redacted], as all customers are, was educated that this awning is not for high winds. We also advise customers to make sure their awnings are in before leaving home.

After examining the awning, [redacted] Hahn, called in a work order to the office. Our workmanship warranty is one year following installation. But in trying to help out [redacted]'s situation [redacted] was going to attempt to alleviate the pressure being put on the fabric by installing another bracket for [redacted], free of charge. He was not sure it would solve the problem, but was hoping to help the situation. When I called to set up that appointment, [redacted] refused because now she wants everything new.

In our opinion, a strong wind of some sort has damaged this awning. The extruded aluminum bar is bent and that does not happen on its own. And as said previously, installation does not work if it is not right to start with. [redacted] did not purchases the "all-weather warranty" which the manufacturer offers. (This option was on her contract and she did not select it). Also, [redacted] called to have a wind sensor installed 9 months later. [redacted] admitted to [redacted] that she has left her awning open throughout the night. In May of 2013, [redacted] emailed for a service call. It stated, "the cover for my awning came off during Hurricane Sandy......" (I also have a copy of this email) The combination of these occurrences would lead me to believe that the installation is not the cause of the current situation. [redacted] compares her situation with her neighbors' awnings, but as can be seen all the time, winds can effect one house and not the next. Also, there is a chance that this awning was extended when there were strong winds while others were not. It is impossible for me to know when and how it occurred, but this bar is bent and Not at the time of installation.

It has been 3 years since [redacted] purchased her awning. I am sorry she is not satisfied, but I do believe that there is a strong possibility that this awning was open during inclement weather, which can have a negative impact on its performance. We did offer to try to help the situation free of charge by installing another bracket even though the installation warranty expired 2 years ago.

Please call or email me with any other questions. Thank you.

President, Hahn Exteriors

[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I would like to state the following:

The owner came to our house to give us an estimate on redoing our old existing wooden deck. We discussed using Wolf deck products and a cable railing system. He told us he would get back to us probably within a week with an estimate. When we did not receive an estimate several weeks later, I made several phone calls to the business, spoke to the secretary, left multiple messages, but never received a return phone call and never received an estimate. If they didn't want our business, a simple phone call would have been appreciated, but NOTHING! Still, months later, we never received any response from them. We have since selected another company to do our deck. That is very BAD business on the part of Hahn Exteriors. We will not call them again for any work!