Kings Highway Realty

All has been resolved with the customer

To Whom It May Concern:Since there is no requested resolution from Mr***, I'm not sure how to respond other than to outline what happened from our perspective.This contract was signed with two contingencies...*** approval & Permit Approval (see attached contract with this area highlighted.)
We do not mark these *** or Permit contingencies unless there have been specific conversations with the customer about making the contract contingent on one or both of these areas When there are contingencies on both *** and permit, typically the *** gets approved first, then we apply for the permit Our office sent emails to Mr*** on October 1, 9, and 24, asking about the status of his *** approval Since we did not hear back from him via email, we also called Mr*** on 10/to inquire about this staus I'm not sure how or why there was confusion about whether or not he needed *** approval but it was determined on the 24th that he did NOT need it We then submitted for the permit and that was approved on November 17th The contract stated the install would be to weeks after the *** and Permit approvals The six week was December 29th which is when we dug the footings The patio cover install was completed on January 5- So, ultimately, our substantial completion was a week later than our stated approximate timeline The only work remaining after the 6th was the grounding wire, the post side plates and the pool cleaning The grounding wire was completed on January 13th and that work was approved by Mr*** before and after it was done...he later called and said he was unhappy with it and re-ran it himself, never giving us the opportunity to do it the way he wanted it to be done.) The side plates on the posts cannot be done until the customer has his kool decking completed...as soon as this is done we will install them Regarding the pool, Mr*** requested that we wait until he is done with his kool decking and any other work he has going on in the back yard, which we totally agree and understand.When the issue with the pool was brought to our attention we took prompt action by immediately scheduling a professional pool service to look at the pool and give his recommendation He performed cleanings and then determined that the pool will need to be drained and acid washed Sun City Awning is paying for all of this work and will pay for the extra water expense on Mr***'s water bill.Mr*** states in his complaint that the project is still not complete and his pool is a swamp We will complete these two items as soon as Mr*** gives us the green light to do it...again, he wanted us to wait until his kool decking was complete Since it is not yet complete (at least he hasn't let us know about it) we are confused why he's complaining to the Revdex.com stating it has taken all this time and is still not complete.Until this Revdex.com complaint we were unaware of any trips or flights that Mr*** had to cancel Had we known we would have encouraged him to go on the trip since we do not need him to be home for the install It is very common for us to install projects with the homeowner out of town We simply take pictures of the work and email them to the customer when completed.We eagerly await the notice from Mr*** that he is ready for us to install his post plates and clean the pool.Respectfully,*** *** - OwnerSun City Awning

What Mr. [redacted] didn't tell you was that the awning they built did...

not fit the intended application and they had to leave my home without installing it.  I got no apologies but they remeasured and I was told that the correct awning would be re-delivered in a few days.  Weeks later, I heard nothing from Mr. [redacted] and when I called Mr. [redacted] to ask for a refund I was put through to the voice mail of the man that originally came out to measure for the awning.  He did not answer so I left a message on his voice mail.  He never returned my call.  Nor did Mr. [redacted].  When I called back again to speak with Mr. [redacted], a female (probably Mr. [redacted]'s wife) interrupted me while I was trying to give her a message for Mr. [redacted] by leaving my name and address.  When I told her to please don't interrupt me while I was speaking, she kept trying to talk over me and eventually simply hung up the phone in my ear.  Poor business practice.  That is when I filed the Revdex.com complaint.  Yes, they refunded my money but only after I contacted the State Contractor's Board, the Revdex.com and wrote a complaint on [redacted].  I would not hire these people again to take out the trash.

Sorry for my delayed response...I have been out of the country on a business trip and did not get this message until now.  I was unaware the customer called back after a 2nd cleaning attempt, so we will contact the customer to schedule an appointment to go out to inspect the...

product. Regards,Brian B[redacted] - OwnerSun City Awning

Old, out of warranty motors can be fickle.  While they may work well under normal use, they receive more than normal torque, tension and movement when we have to replace the fabric.  There are many plastic parts and gears within the motor casing and sometimes those parts fail during fabric...

replacement.  So, it is not that we “broke the motor,” but rather, the motor happened to break while we were doing the fabric replacement.  With that said, we agree to supply and install the new motor for half the price. Someone from our office will call to arrange a scheduled time for the installation.  We apologize for any frustration or inconvenience we may have caused through this process. Thanks you,[redacted]Sun City Awning

[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 [redacted]. I met with the business owner and am still awaiting additional information from him. Once I receive that, I believe we will be able to resolve the issue, but I do not want to close the complaint until it is fully resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] & [redacted]To Whom It May Concern,When the contract was signed we told Mr [redacted] that we did not live in an [redacted] area and that SCA had just installed an awning 2 houses away and they only needed a county permit. Since we were going back to our home in Washington Mr [redacted] said he would let us know when SCA got the permit and stated the job should be done by the end of November. I received 2 emails from SCA the first dated 9-25 2014 and the second one dated 10-24-2014 .. The last one asked if I had gotten the [redacted] permit and I called [redacted] and informed him that we did not live in an [redacted] area and we only needed a county permit.When I called SCA to check on the permit I was told they had the permit and the material would be ordered at that time and found out Dec 8 it hadn't been ordered and that is when Mr [redacted] said he would take over the job. As for the ground wire I was told that it would be attached to a post and trenched over to a ground by my pool equipment before the concrete was pored for the footings which wasn't done. When Mr [redacted] came out to install the ground wire I said it was to be trenched in and he decided to attach it to the house and I have been sick and was in the hospital when this job was started and was to stressed to put up a fight so when I felt a little better I fixed it the way I was told it would be installed.  Regarding the pool which is a very sore subject with us...... Who ever cut the holes in our patio did a terrible job. He let his gas running saw go into our pool and wasn't going to say anything until my wife confronted him about it and he told her he didn't think she saw it go into the pool.. He then washed all of the waste from cutting holes into our patio into our pool.   Wouldn't you be pissed off if they did that to your pool that you had completely refinished 2 years ago....The only reason the pool hasn't been cleaned yet is because your pool person [redacted] said HE didn't want to do it until everything else was done. I called [redacted] Jan 24And he said to let him know when kool coat was finished.....That should be this week. I know that you would not have left to go on a trip if all of this had happened while you were at your home. We were going to Washington and then on to Denver and not coming back to AZ until March....I called SCA and asked to talk to the owner and was transferred to and phone and left a message and never heard back...I would be very Happy if Mr [redacted] would come to my home by himself and talk to me so he can maybe understand why we are so unhappy...Thank You[redacted]