Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrThomas was very clear that when his crew removed the old awning an inspection of the roof would be done and at that time (before installation) they would know if the roof was good enough to properly install his awningAnd with that he would guarantee that the new awning would not leak. I was told without a doubt the roof was good and we were all set to install the new awning.Also, The day that MrThomas states I was home when they ran water over the awning and it did not leak it absolutely incorrectI was home when the guys arrived however, I had to leave before they completed the water test and when I returned they were gone. Secondly, I am not sure how running water over the awning alone would tell you muchNo awning stands alone, they are attached to a structure. Therefore, running water only on the awning doesn't make any sense. You would have to run water from the roof onto the awning to check for any leaking. It does not rain only on the awning.Of all the guys, including the manufacturer rep that have been to our home not a single one of them has mentioned a word to me about this being the roof. As most recent as this week, Aug 4, MrThomas's two man crew that was out said "I don't understand it" "I haven't seen this" and "usually I can stop a leak after one try" We have been more than accommodating to MrThomas and his guys and allowed them ample opportunities and time to make it right, they have failed to do so.The facts are this....We were promised one thing and we have NOT received that. We were told the roof was fine and any leaks they would fix. Now after they can not do what they said they would do MrThomas wants to say it's not his problem.
Regards,
*** ***
Update from the company:I got your voice mail regarding *** *** I left a message with Mr*** yesterday morning and told him we wouldbe out this week to remedy the awning problemsI need to co-ordinate this with the manufacturer's representative;I got a call this morning from the manufacturer saying he is available Thursday.I left a message with Mr*** this morning informing him of this.Hopefully we will get this taken care of on Thursday.I will keep you posted.Stan ThomasCrossworld Awning CompanyBrookpark Rd.Parma, OH [email protected]
I NEVER mentioned to Mrs*** that we would do a roof inspection prior to installing her awningI have never said that to any customerWe are an awning company, not a roofing company. It is not our responsibility to inspect the plywood sheeting under her shingles.The fact remains that Mrs*** has rotted plywood sheeting under her shingles which is causing water to get into her soffit That is where the leak is coming fromThis is not an awning problem, this is a roof problem
Consumer sent the following update:stan did stop by last nitehe did apologize and said that they would make things right he said they would do the whole awning over and replace the carpeting he's supposed to get back to us with definite time lines
In response to Mr***'s complaint.At the time the awning was ordered the manufacturer was quoting to week deliveryThis got pushed back because Iasked to have a recheck done by them to make sure it was made correctly.We did respond to voicemail messages left at our office, but we had the
wrong phone number on our paperworkWe had the last fourdigits as instead of I left at least two messages and our office manager left messages as well but Mr*** never received them beacuse we had the wrong numberMr*** came into our office last week very upset because he said we never returned his callsI told him that I had called at least twice and our office manager had called as wellHe said he never received any messages and at that time I got our paperwork, showed to him and he pointed out to me that we had the wrong phone numberAfter that, he seemed okI also told him the awning was done and would be installed this week.We went out to install the awning on Thursday, July and the awning was damaged during the installationIt sometimes happens in our business.We told Mr*** that one of the panels needed to be replaced and again, he seemed okWe immediately contacted the manufacturer and was notified by them this morning that the replacement panel was ready.We will be back out Monday to install the awning.Stan Thomas
In response to Mrs***'s
complaint:
In May, Mrand Mrs*** called and requested an estimate on a replacement awning for their
front patioThey said they wanted to replace it because it was old and that it
leakedA couple of weeks later, they ordered the awning and we installed it on
June Mrs*** called shortly thereafter and said that the awning was
leaking and they didn't want to keep it; they said they were thinking about
getting a roof instead. I said that they
had contracted for the awning and that if it was leaking we would get it taken
care ofWe were out several times to caulk and flash the awning but she said
it was still leakingI took the factory rep out to inspect the awning
installation and he said the awning was installed correctlyHe removed a trim piece at the bottom of the soffit and
water came pouring outHe told me that he thought it was a roof problem but he
suggested a couple of other things to try which we did. On July 29th, I sent my installers out to
redo the flashing. I told them to take a
hose and soak the top of the awningIt never leaked Mrs*** was present at the time
On August 4, I sent my installers out to install a corner
trim piece (see below) and to look again at the awningWhile they were up on
the roof to install some roofing paper under the shingles they noticed that the
plywood sheeting under the shingles was rotted We had not inspected for this before then as the
flashing slides under the shinglesWe pointed this out to Mrs*** who
said we were walking away from the problemWe are convinced that the problem
is that the rotted plywood sheeting leaks and causes water to get into the
soffit and that is where the leak is coming fromIt looks like ice may have
backed up and this is what caused the plywood to rot.
Two other installation issues which Mrs*** mentions in
her complaint:
Popping soundNew aluminum awnings, especially dark
colors, will occassionally "pop" when new as the aluminum sheets need
to settle in the hot weather. We
explained this to Mrs*** when I visited her with the factory rep
Finish trim work.
The ***'s originally had two
seperate awnings on their house, one over their front door and another one over
their patio. They wanted to replace both
awnings with one that covered both the door and the patioThe house had been
sided after the two original awnings had been installedThe siders did not
remove the door canopy before they installed the sidingThey sided around it
When the new awning was installed, the angle was different than the original
door canopy because it extended out over ten feet where the original door
canopy extended out just ft inchesMrs*** said we should have been
able to replicate the angle of the original door canopy on the new awning but
we explained to her that the angle was different on a large awning We patched as best we could and installed a
new corner cap
I kept in touch with Mrs*** and spoke with Mr***
in late July to keep him up to dateWe did have to cancel an appointment
because our truck broke down and was in the garage for three daysMrs***
also had to cancel an appointment and her husband told me she would call when
she had some free timeI didn't hear from her for almost two weeksWe do not
believe this is an awning problemWe believe this is a roof problem
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrThomas was very clear that when his crew removed the old awning an inspection of the roof would be done and at that time (before installation) they would know if the roof was good enough to properly install his awningAnd with that he would guarantee that the new awning would not leak. I was told without a doubt the roof was good and we were all set to install the new awning.Also, The day that MrThomas states I was home when they ran water over the awning and it did not leak it absolutely incorrectI was home when the guys arrived however, I had to leave before they completed the water test and when I returned they were gone. Secondly, I am not sure how running water over the awning alone would tell you muchNo awning stands alone, they are attached to a structure. Therefore, running water only on the awning doesn't make any sense. You would have to run water from the roof onto the awning to check for any leaking. It does not rain only on the awning.Of all the guys, including the manufacturer rep that have been to our home not a single one of them has mentioned a word to me about this being the roof. As most recent as this week, Aug 4, MrThomas's two man crew that was out said "I don't understand it" "I haven't seen this" and "usually I can stop a leak after one try" We have been more than accommodating to MrThomas and his guys and allowed them ample opportunities and time to make it right, they have failed to do so.The facts are this....We were promised one thing and we have NOT received that. We were told the roof was fine and any leaks they would fix. Now after they can not do what they said they would do MrThomas wants to say it's not his problem.
Regards,
*** ***
Update from the company:I got your voice mail regarding *** *** I left a message with Mr*** yesterday morning and told him we wouldbe out this week to remedy the awning problemsI need to co-ordinate this with the manufacturer's representative;I got a call this morning from the manufacturer saying he is available Thursday.I left a message with Mr*** this morning informing him of this.Hopefully we will get this taken care of on Thursday.I will keep you posted.Stan ThomasCrossworld Awning CompanyBrookpark Rd.Parma, OH [email protected]
I NEVER mentioned to Mrs*** that we would do a roof inspection prior to installing her awningI have never said that to any customerWe are an awning company, not a roofing company. It is not our responsibility to inspect the plywood sheeting under her shingles.The fact remains that Mrs*** has rotted plywood sheeting under her shingles which is causing water to get into her soffit That is where the leak is coming fromThis is not an awning problem, this is a roof problem
Consumer sent the following update:stan did stop by last nitehe did apologize and said that they would make things right he said they would do the whole awning over and replace the carpeting he's supposed to get back to us with definite time lines
In response to Mr***'s complaint.At the time the awning was ordered the manufacturer was quoting to week deliveryThis got pushed back because Iasked to have a recheck done by them to make sure it was made correctly.We did respond to voicemail messages left at our office, but we had the
wrong phone number on our paperworkWe had the last fourdigits as instead of I left at least two messages and our office manager left messages as well but Mr*** never received them beacuse we had the wrong numberMr*** came into our office last week very upset because he said we never returned his callsI told him that I had called at least twice and our office manager had called as wellHe said he never received any messages and at that time I got our paperwork, showed to him and he pointed out to me that we had the wrong phone numberAfter that, he seemed okI also told him the awning was done and would be installed this week.We went out to install the awning on Thursday, July and the awning was damaged during the installationIt sometimes happens in our business.We told Mr*** that one of the panels needed to be replaced and again, he seemed okWe immediately contacted the manufacturer and was notified by them this morning that the replacement panel was ready.We will be back out Monday to install the awning.Stan Thomas
In response to Mrs***'s
complaint:
In May, Mrand Mrs*** called and requested an estimate on a replacement awning for their
front patioThey said they wanted to replace it because it was old and that it
leakedA couple of weeks later, they ordered the awning and we installed it on
June Mrs*** called shortly thereafter and said that the awning was
leaking and they didn't want to keep it; they said they were thinking about
getting a roof instead. I said that they
had contracted for the awning and that if it was leaking we would get it taken
care ofWe were out several times to caulk and flash the awning but she said
it was still leakingI took the factory rep out to inspect the awning
installation and he said the awning was installed correctlyHe removed a trim piece at the bottom of the soffit and
water came pouring outHe told me that he thought it was a roof problem but he
suggested a couple of other things to try which we did. On July 29th, I sent my installers out to
redo the flashing. I told them to take a
hose and soak the top of the awningIt never leaked Mrs*** was present at the time
On August 4, I sent my installers out to install a corner
trim piece (see below) and to look again at the awningWhile they were up on
the roof to install some roofing paper under the shingles they noticed that the
plywood sheeting under the shingles was rotted We had not inspected for this before then as the
flashing slides under the shinglesWe pointed this out to Mrs*** who
said we were walking away from the problemWe are convinced that the problem
is that the rotted plywood sheeting leaks and causes water to get into the
soffit and that is where the leak is coming fromIt looks like ice may have
backed up and this is what caused the plywood to rot.
Two other installation issues which Mrs*** mentions in
her complaint:
Popping soundNew aluminum awnings, especially dark
colors, will occassionally "pop" when new as the aluminum sheets need
to settle in the hot weather. We
explained this to Mrs*** when I visited her with the factory rep
Finish trim work.
The ***'s originally had two
seperate awnings on their house, one over their front door and another one over
their patio. They wanted to replace both
awnings with one that covered both the door and the patioThe house had been
sided after the two original awnings had been installedThe siders did not
remove the door canopy before they installed the sidingThey sided around it
When the new awning was installed, the angle was different than the original
door canopy because it extended out over ten feet where the original door
canopy extended out just ft inchesMrs*** said we should have been
able to replicate the angle of the original door canopy on the new awning but
we explained to her that the angle was different on a large awning We patched as best we could and installed a
new corner cap
I kept in touch with Mrs*** and spoke with Mr***
in late July to keep him up to dateWe did have to cancel an appointment
because our truck broke down and was in the garage for three daysMrs***
also had to cancel an appointment and her husband told me she would call when
she had some free timeI didn't hear from her for almost two weeksWe do not
believe this is an awning problemWe believe this is a roof problem
Consumer sent the following update:we just spoke to stan & we agreed on an amount for the credit for the carpet.thanks for your help.*** ***