This is in response to the complaint filed by MsBarbara *** regarding her Awning. Ms*** purchased her awning from Dize in 2012. We have been to her home several times since then for warranty and/or repair work. In April 2017, our sales rep went to her home to inspect
and determined the awning had been left out during a storm. The awning has a wind sensor; however, retractable awnings should never be left extended during heavy winds. The manufacturer's warranty does not cover this type of usage. As a result, the "arms" were damaged and needed to be replaced. After the service call to the home, our rep made the decision to have one of our outside contract installers do the repair. This installer had actually sold the awning to Ms*** while employed at Dize and we felt he would be timely in his repair and do a good job.Unfortunately, the outside contract installer did not follow up with the repair as promised. Neither Dize nor Ms*** realized this until too much time had passed and Ms*** contacted us again. Once we were made aware of this we had our sales rep contact the homeowner and offer to order parts to repair the awning. One June 2nd, our sales rep contacted Ms*** to make her aware of the replacement costs and to let her know the parts were on rush order. She informed him that she had filed a complaint with the Revdex.com.As a solution, we had offered replacement parts at Dize cost since this was not a warranty issue and the awning was purchases in 2012. Due to the circumstances, we felt this was fair and tried to make an accommodation for the inconvenience. We have the necessary parts here at Dize and unfortunately more time has passed. We will schedule the repair as soon as possible if the homeowner gives approval for the cost to proceed.Wanda ***The Dize Company
Dear MsDiaz, I am responding to the claim#12189500 The Dize Company, MrNate *** was to call me on June and he did notIt was June the 5th when he called meThe Complaint was filed June 3rd after he failed to call me on June It was the same as always someone was always going to call and did not. There was never a problem in trying to file this repair under warrantyWe knew it was our fault and we would have been glad to pay the cost of repairsThe time frame of weeks with no responses was the problemAlso, we made calls during the period to the subcontractor and to DizeSo NO it was not our fault that a week period of time went by When Mr*** did call on Monday, June he said the cost was going to be $I asked him was he going to be able to give me a discount for the lack of customer service and the aggravation we had been through with the companyHe said noI said, I will pay $to Dize but Dize should cover the $He said no even when I asked him to go and speak to the supervisor or the owners of the companyHe said he could do not do that and the cost would be $Needless to say, I was not happy with his response because he was not even willing to discuss the discountI told him that since this was the 2nd time we had had problems with their customer service, I would rather hire someone else and even pay more moneyHe said fine and hung up on meThe Lack of Customer Service and the unwillingness to work with me on the cost is the entire Issue Here Unfortunately, I have recommended them to other people in our town home community and they purchased awnings from The Dize CompanyYou would think that they could afford to give me a $discountBecause word of mouth will cost them more in the long run. We made the decision not to EVER have anything else to do with Dize CompanyWe purchased a whole new awning from another companyYes, it cost us over $3,300.00, but at least we do not have to be concerned in dealing with THE DIZE COMPANY LACK OF CUSTOMER SERVICE EVER AGAIN!!!So, NO the issue with The Dize Company WAS NOT resolvedBecause of them, not me. Sincerely,Barbara ***
This is in response to the complaint filed by MsBarbara *** regarding her Awning. Ms*** purchased her awning from Dize in 2012. We have been to her home several times since then for warranty and/or repair work. In April 2017, our sales rep went to her home to inspect
and determined the awning had been left out during a storm. The awning has a wind sensor; however, retractable awnings should never be left extended during heavy winds. The manufacturer's warranty does not cover this type of usage. As a result, the "arms" were damaged and needed to be replaced. After the service call to the home, our rep made the decision to have one of our outside contract installers do the repair. This installer had actually sold the awning to Ms*** while employed at Dize and we felt he would be timely in his repair and do a good job.Unfortunately, the outside contract installer did not follow up with the repair as promised. Neither Dize nor Ms*** realized this until too much time had passed and Ms*** contacted us again. Once we were made aware of this we had our sales rep contact the homeowner and offer to order parts to repair the awning. One June 2nd, our sales rep contacted Ms*** to make her aware of the replacement costs and to let her know the parts were on rush order. She informed him that she had filed a complaint with the Revdex.com.As a solution, we had offered replacement parts at Dize cost since this was not a warranty issue and the awning was purchases in 2012. Due to the circumstances, we felt this was fair and tried to make an accommodation for the inconvenience. We have the necessary parts here at Dize and unfortunately more time has passed. We will schedule the repair as soon as possible if the homeowner gives approval for the cost to proceed.Wanda ***The Dize Company
Dear MsDiaz, I am responding to the claim#12189500 The Dize Company, MrNate *** was to call me on June and he did notIt was June the 5th when he called meThe Complaint was filed June 3rd after he failed to call me on June It was the same as always someone was always going to call and did not. There was never a problem in trying to file this repair under warrantyWe knew it was our fault and we would have been glad to pay the cost of repairsThe time frame of weeks with no responses was the problemAlso, we made calls during the period to the subcontractor and to DizeSo NO it was not our fault that a week period of time went by When Mr*** did call on Monday, June he said the cost was going to be $I asked him was he going to be able to give me a discount for the lack of customer service and the aggravation we had been through with the companyHe said noI said, I will pay $to Dize but Dize should cover the $He said no even when I asked him to go and speak to the supervisor or the owners of the companyHe said he could do not do that and the cost would be $Needless to say, I was not happy with his response because he was not even willing to discuss the discountI told him that since this was the 2nd time we had had problems with their customer service, I would rather hire someone else and even pay more moneyHe said fine and hung up on meThe Lack of Customer Service and the unwillingness to work with me on the cost is the entire Issue Here Unfortunately, I have recommended them to other people in our town home community and they purchased awnings from The Dize CompanyYou would think that they could afford to give me a $discountBecause word of mouth will cost them more in the long run. We made the decision not to EVER have anything else to do with Dize CompanyWe purchased a whole new awning from another companyYes, it cost us over $3,300.00, but at least we do not have to be concerned in dealing with THE DIZE COMPANY LACK OF CUSTOMER SERVICE EVER AGAIN!!!So, NO the issue with The Dize Company WAS NOT resolvedBecause of them, not me. Sincerely,Barbara ***